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Visitor Services Coordinator

2 months ago

Casper, Wyoming, United States City of Casper Full time

Position Overview:

The Customer Support Greeter is tasked with delivering exceptional service to visitors and clients, ensuring they are guided to their designated areas efficiently.


SUPERVISORY RELATIONSHIP:
Reports directly to the Accounts Receivable Supervisor or higher management.

  • Welcomes and registers guests, notifies staff of arrivals, and directs individuals to their respective locations.
  • Provides essential customer service and communicates with the public regarding safety protocols, policies, and general facility information.
  • Handles basic administrative tasks using standard office equipment, including photocopying, filing, and faxing.
  • Manages phone calls, transferring them as necessary or relaying messages.
  • Keeps the workstation tidy and performs routine cleaning duties.
  • Acts as a representative of the City of Casper, responding to inquiries from the public and employees in a prompt, professional, and courteous manner while consistently demonstrating a positive customer service attitude.
  • Undertakes additional responsibilities of a similar nature or level as required.

Knowledge Requirements:

Understanding of:

  • Fundamental customer service principles.

Skills Required:

Ability to:

  • Guide visitors and customers to their appropriate destinations.
  • Address inquiries, complaints, and requests effectively.
  • Work autonomously.
  • De-escalate challenging situations and manage difficult interactions without increasing tensions.
  • Maintain focus in a dynamic work environment with frequent interruptions.
  • Simultaneously assist multiple customers.
  • Calm tense interactions with visitors or clients.
  • Learn the general layout of the facility to assist visitors and customers effectively.
  • Present a neat and professional appearance.
  • Communicate clearly and effectively.
  • Adapt to changing assignments as needed.
  • Follow both written and verbal instructions accurately.
  • Establish and maintain positive working relationships with colleagues and the public.
  • Consistently demonstrate the core values of the City of Casper.
  • Learn, explain, and adhere to relevant procedures and policies.
  • Uphold confidentiality standards.
  • Comply with all safety regulations and promptly report any incidents or unsafe conditions to a supervisor.

Competencies Required:

Proficiency in:

  • Interacting courteously and knowledgeably with customers, staff, and the general public.
  • Oral communication sufficient for information exchange and receiving direction.
  • Delivering customer service.
  • Resolving conflicts.
  • Exemplary communication and interpersonal skills.
  • Maintaining confidentiality.
  • Ensuring security for the facility and its occupants.
  • Utilizing modern office equipment, software, and applications.
  • No prior training or experience is necessary.
  • Applicants must be at least 18 years old.

Licensing and Certifications:

  • No specific licenses required.

This job description is intended to outline the primary responsibilities; specific duties may vary based on departmental needs.

We encourage applications from women, minorities, and individuals with disabilities.
Employment is contingent upon successful background checks and pre-employment drug testing.

Individuals who have previously failed a pre-employment screen or have been terminated from employment are ineligible for consideration for a period of 12 months.

Eligibility for consideration resumes 12 months after the incident.
As a condition of employment, the successful candidate must utilize direct deposit for payroll purposes.
Driving records are required for all new hires, regardless of driving responsibilities.

If the candidate has not held a Wyoming driver's license for the past three years, they must provide a driving record from their previous state(s) at their own expense.


Physical and Environmental Conditions:


Employees in sensitive positions are subject to pre-employment drug testing. Some employees may be subject to random drug testing based on their responsibilities, which may include:


  • Emergency response or rescue operations
  • Handling hazardous materials, including chemicals and waste
  • Operating or maintaining water and wastewater systems
  • Modifying or maintaining data systems
  • Driving commercial vehicles
  • Operating machinery or equipment
  • Creating or modifying sensitive documents
  • Working with minors

Positions in this role typically require physical activities such as stooping, kneeling, reaching, standing, walking, pushing, pulling, lifting, and repetitive motions.


Light Work:

Involves exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

If the use of arm and/or leg controls requires exertion greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

Incumbents may encounter risks when interacting with hostile or unstable individuals. The nature of the duties requires constant mental and visual attention, along with potential personal danger.

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