Visitor Engagement Specialist

2 weeks ago

Washington, United States Trust Consulting Services Full time
Visitor Engagement Specialist

Job Overview:

The Visitor Engagement Specialist is responsible for delivering exceptional visitor and customer service support. This includes managing visitor services, overseeing Welcome Desk operations, resolving visitor complaints, coordinating timed ticketing, managing group reservations, facilitating disability accommodations, implementing Agency programming, conducting visitor surveys, developing training materials, providing inquiry support, maintaining the master calendar, and producing the volunteer newsletter.


Position Details:

Full-time – Salaried

Annual Salary:
$50,000

Work Location:
On-site

Key Responsibilities:

The Visitor Engagement Specialist is expected to maintain a professional demeanor at all times, adhering to the Agency's dress code and acting in a manner consistent with their responsibilities.

The Specialist will provide support at the Agency's welcome desk, greeting visitors, answering general inquiries about the Agency, offering wayfinding assistance, and directing visitors to the appropriate personnel.

This role includes handling basic phone inquiries and directing calls to the relevant staff members.

Additionally, the Specialist will assist with programming and special events, which may involve setting up or dismantling equipment (lifting up to 50 pounds), managing visitor capacity (queue management), overseeing parking, and ensuring smooth event execution.

The Visitor Engagement Specialist will work diligently to assist visitors promptly and professionally, addressing any complaints or issues that arise. This position requires sound judgment, guided by training provided by the Agency, to effectively manage various situations.

The Specialist will operate the timed ticketing system, which includes scanning and issuing tickets, assisting visitors with ticket-related issues, and utilizing the vendor's online system to support standard Agency hours and special events.

The Visitor Engagement Specialist will schedule group reservations, events, and special programs on the Agency's master calendar.

This involves contacting groups to confirm reservation details, welcoming groups upon arrival, and providing guidance for ticketing, security, and orientation.

The Specialist will also be responsible for managing disability accommodation equipment, including wheelchairs, assisted listening devices, audio tour content, written materials, braille guides, and anxiety coping devices. They will report any damaged, lost, or stolen equipment to the appropriate authorities.

The Visitor Engagement Specialist will develop monthly Special Emphasis Programming (SEP) to align with the Agency's broader programming goals.

Other responsibilities include creating written program materials, conducting outreach, planning programs, setting up and dismantling events, and facilitating the execution of both their events and other SEPs organized by the Agency.

Additionally, the Specialist will undertake other assigned duties, which may include conducting Visitor Surveys, developing Training materials, providing Inquiry Support, and managing the Master Calendar.


Qualifications:

Education:
A minimum of a BA or BS in Liberal Studies, History, Agency Studies, American Studies, Art History, or a related field as approved by the Contracting Officer Representative (COR).

A minimum of three years of experience in Agency or customer service-oriented roles.

Experience, education, or training in at least four of the following eight categories:
  • Visitor services
  • Complaint resolution
  • Timed ticketing systems
  • Group reservation management
  • Disability accommodations and ADA Compliance
  • Agency programming
  • Visitor surveys
  • Training development

Proficiency in Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook.
Must possess a valid driver's license.
Must be a citizen of the United States or hold a valid U.S. work permit.
Must pass an agency background check.


Employee Benefits:

We offer a comprehensive benefits package for eligible employees, which includes:

  • Healthcare Plans
  • Dental and Vision Insurance
  • Supplemental Insurance Programs
  • 401(k) Retirement Plan
  • Flexible Spending Accounts
  • Paid Time Off including Holidays, Vacation, and Sick Leave

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