Customer Service and Ticketing Agent

Role overview

The National Geographic Society is transforming its Washington, D.C. campus through a major renovation known as Base Camp. As part of this initiative, the Museum of Exploration is scheduled to open in 2026 and will include a modern pavilion entrance, auditorium, photo gallery, exhibition areas, an immersive walk-through experience, retail, food and beverage services, an education center, archives, tours, event space, and a distinctive evening courtyard experience.

The Customer Service and Ticketing Agent will support day-to-day ticketing and visitor service operations for the National Geographic Museum of Exploration. Reporting to Customer Service and Ticketing Supervisors within the Visitor Experience team, this role helps manage ticket sales for the museum and live events, supports visitors in person and remotely, and assists with membership benefit redemption.

This position is based on-site and requires flexibility to work evenings, weekends, and holidays according to museum hours and programming needs. A collaborative mindset is essential, as the role may also involve supporting colleagues and projects across the organization.

Key responsibilities

• Learn and use the museum’s Anchor ticketing platform to process admissions and event ticket sales.
• Accurately manage and record cash and card transactions.
• Contribute to membership objectives by selling memberships and handling benefit redemptions for members and donors.
• Act as a primary public-facing contact for visitors and customers who need help or information.
• Answer customer questions by phone, through Service Cloud, and via live chat.
• Address complaints and service issues promptly, escalating to a supervisor when appropriate.
• Provide campus-wide support when needed, including assistance with National Geographic Live events and Signature Events.
• Work across teams to cover breaks, absences, and peak periods with cross-trained support.
• Help with general museum operations such as keeping public areas tidy, offering basic visitor assistance, and supporting event setup and breakdown.

Qualifications and experience

• High school diploma or GED is required; additional education or comparable experience is considered a plus.
• At least 2 years of customer service experience is required.
• Experience in a museum or arts and culture environment is preferred.
• Strong verbal communication and people skills are needed.
• Comfort with a positive, adaptable approach when working with the public.
• Prior use of a ticketing platform is required.
• Experience working with a CRM database is required.
• Ability to respond quickly and take initiative when resolving customer issues.
• Experience representing a recognized brand and communicating with customers in a professional setting.
• Must be able to spend 5 or more hours per day moving through public spaces.
• Applicants must be legally authorized to work in the United States; visa sponsorship is not available.

Schedule and work environment

This is an on-site role at Base Camp in Washington, DC. Shifts may be scheduled across seven days a week and 24 hours a day, including holidays, and can change depending on operational needs and seasonal demand.

Compensation and benefits

The hourly pay for this position is $22.40. If a shift begins or ends between 6:00 p.m. and 6:00 a.m., hours worked in that window receive a 10% shift differential above base pay.

Benefits include medical, dental, and vision coverage; a wellness program; a 401(k) with matching contributions after 6 months; paid time off of up to 22 days annually depending on tenure and hire date; 10 sick days; 12 paid holidays; a paid winter break from December 25 through December 31, with exceptions for essential coverage or peak-period roles; paid parental leave; adoption and surrogacy reimbursement; fertility benefits; learning and development opportunities; a Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with an employer subsidy; employer-paid life insurance and disability coverage; and National Geographic discounts and other perks.

Additional information

There is no direct supervision responsibility associated with this role. The organization encourages candidates to apply even if they do not meet every qualification, and values relevant experience and potential over a perfect match.