Visitor Services Support Specialist
About The Position
Position Summary The Visitor Services Support Specialist shall provide general visitor and customer service support to include general visitor services, Welcome Desk Operations, visitor complaint resolution, timed ticketing operations, group reservation management, disability accommodation, Agency programming, visitor surveys, training development, inquiry support, master calendar management, and writing the volunteer newsletter. This position will support the National Museum of the United States Army. Key Duties & Responsibilities Support of the Visitor Services Front of the House mission, which includes ticketing desk, customer service desk, and other duties as defined below Support visitor group reservations, master calendar management, and ticketing Provide support at the Museum's welcome desk, greeting visitors, answer basic questions about the Museum, provide wayfinding services and refer visitors to the appropriate staff Assist with programming and special events in areas such as helping set up or tear down equipment (lifting equipment up to 50 pounds), providing capacity management services (queue management) and parking management services, and facilitating event execution Support all published Museum procedures to include those relating to visitor assistance and safety (e.g. fire evacuation, lost child, etc.) Meet groups upon arrival and provide an escort for ticketing, security, and Museum orientation Work diligently to assist visitors quickly and professionally to resolve all complaints or issues and exercise judgment, informed by Museum provided training, to address the situation Maintain and submit a daily and weekly record of all complaints received Schedule group reservations, events and special programs on the Museum's master calendar Perform ticketing duties including scanning tickets, issuing tickets, assisting visitors with ticket issues, and utilizing the timed ticketing vendor's online system in support of standard Museum hours and events outside of normal operating hours Manage the checkout and maintain accountability of disability accommodation equipment to include, but not limited to, wheelchairs, assisted listening devices, audio tour content, written content, braille guides, and anxiety coping devices Receive (check in) and clean any used equipment Report any damaged, lost or stolen equipment Support the Museum's programming by setting up, tearing down and facilitating of event execution Assist in the gathering of visitor data both by gathering written responses and asking face-to-face questions Direct calls, email and written inquiries to members of both the Museum staff and AHF as necessary Resolve basic inquiries without outside assistance, as well as maintain and submit a daily and weekly record of all inquiries received Assist the Government in management of the Museum's master calendar Assist in coordination and reservations for use of the conference rooms or museum facilities Provide transportation support using the NMUSA golf carts to transport visitors from the parking lot to the main building
Requirements
- An associate’s degree or higher
- A minimum of two (2) years demonstrated professional experience providing in-person forward-facing customer service
- A minimum of (3) years demonstrated professional experience providing customer support over the telephone and through email
- Ability to perform the required services with little to no direction
- Work a flexible schedule including weekends and holidays
- Experience using Microsoft office suite to include Word, PowerPoint, Excel and Outlook
- Have a valid driver's license
- Strong customer service skills, organizational, and problem-solving skills
- Ability to stand for extended periods and occasionally lift up to 20 lbs
Nice To Haves
- Work or volunteer experience with an art, culture, museum, education, and/or visitor-focused mission preferred
Responsibilities
- Support of the Visitor Services Front of the House mission, which includes ticketing desk, customer service desk, and other duties as defined below
- Support visitor group reservations, master calendar management, and ticketing
- Provide support at the Museum's welcome desk, greeting visitors, answer basic questions about the Museum, provide wayfinding services and refer visitors to the appropriate staff
- Assist with programming and special events in areas such as helping set up or tear down equipment (lifting equipment up to 50 pounds), providing capacity management services (queue management) and parking management services, and facilitating event execution
- Support all published Museum procedures to include those relating to visitor assistance and safety (e.g. fire evacuation, lost child, etc.)
- Meet groups upon arrival and provide an escort for ticketing, security, and Museum orientation
- Work diligently to assist visitors quickly and professionally to resolve all complaints or issues and exercise judgment, informed by Museum provided training, to address the situation
- Maintain and submit a daily and weekly record of all complaints received
- Schedule group reservations, events and special programs on the Museum's master calendar
- Perform ticketing duties including scanning tickets, issuing tickets, assisting visitors with ticket issues, and utilizing the timed ticketing vendor's online system in support of standard Museum hours and events outside of normal operating hours
- Manage the checkout and maintain accountability of disability accommodation equipment to include, but not limited to, wheelchairs, assisted listening devices, audio tour content, written content, braille guides, and anxiety coping devices
- Receive (check in) and clean any used equipment
- Report any damaged, lost or stolen equipment
- Support the Museum's programming by setting up, tearing down and facilitating of event execution
- Assist in the gathering of visitor data both by gathering written responses and asking face-to-face questions
- Direct calls, email and written inquiries to members of both the Museum staff and AHF as necessary
- Resolve basic inquiries without outside assistance, as well as maintain and submit a daily and weekly record of all inquiries received
- Assist the Government in management of the Museum's master calendar
- Assist in coordination and reservations for use of the conference rooms or museum facilities
- Provide transportation support using the NMUSA golf carts to transport visitors from the parking lot to the main building
Benefits
- Eligible employees may enroll in the available medical, dental, and vision coverage plans.
- Trust also offers a 401K plan in addition to voluntary Life, Accident, Short-Term Disability and long-term disability coverages.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
