Customer Service and Visitor Support Specialist

Seneca Holdings•Silver Spring, MD

47d•Onsite

About The Position

Seneca Federal Health is looking to hire a Customer Service and Visitor Support Specialist to support our government client in Silver Spring, MD. This position provides critical support to the Defense Health Agency (DHA) at the National Museum of Health and Medicine (NMHM). This position provides assistance and information to the NMHM visitors and contributes to maintaining a clean, organized and safe workspace.

Requirements

One year of experience in visitor and customer support.
Knowledge of computers/word processing programs, demonstrably excellent customer service skills, and excellent, demonstrable oral and written communication skills.
Must be able to work weekends, evenings, and holidays and support light facility maintenance.

Nice To Haves

Bachelor's degree in History, Museum Studies, Education or related field
Museum experience preferred
Knowledge of the operation of basic audio/visual technologies, such as public address systems, projectors and projection screens, TV monitors and playback devices.

Responsibilities

Responsible for opening and closing the museum, staffing the reception desk, providing customer service to visitors.
Monitoring museum appearance and supporting other museum departments as requested.
Monitoring the Museum appearance and helps to maintain a clean, organized and safe workplace, ensuring the use of required PPE at all times adhering to laws, regulations, and policy governing accountability and proper use of government equipment and resources.
Solicits information from visitors about their awareness of the museum; records information on the daily tally sheet, and encourage visitors to leave feedback in the (digital) guest book.
Provides, in a friendly manner, accurate information about the Museum to visitors.
Outlines Museum activities and provides orientation and directional information about the galleries.
Initiates film and other visitor activated services including setting up program spaces as needed.
Answers the NMHM’s central telephone lines promptly, answers inquiries courteously, and directs callers to appropriate staff offices and individuals as needed.
Informs visitors with children of age-appropriate activities within Museum.
Provides a basic introduction to the museum, exhibits, and collections.
Directs inquiries to appropriate staff or volunteers.
Provides basic first aid and emergency response to visitors and staff to include an AED, if trained.
Provides tour program/special event support.
Provides subject matter expertise to all areas of museum mission, when requested.
Attends virtual and in-person training and professional development, as directed by supervisor.
Prepares demonstrations and docent materials in advance of planned/scheduled guided tours.
Provide impromptu, guided demonstrations of approved materials
Assists docents and staff as needed in their efforts to conduct educational activities within the galleries and auditorium.
Sets up program spaces with chairs, tables, and other materials, as requested.
Fills in as desk monitors and entry control at bldg. 178 main entrance or at multipurpose room entrance, as requested.
Performs light cleaning of exhibit cases and other exhibit display elements and high-touch surfaces; informs requisite offices of other cleaning requirements.
Visually inspects ALL objects on display twice a day and reports anomalies in writing via email to their supervisor.
Monitors visitor experience by performing bi-hourly rounds, troubleshooting computers/interactives, and handling minor problems on gallery floor.
Complies with appropriate physical security measures for the museum and its visitors.
Attends regular meetings, or attends other meetings as needed or directed, and performs other tasks as assigned.
Individuals will work on weekends and holidays, as well as morning and evening events (Subject to overtime requirements).