Visitor Services Assistant (IS- 0303-07)

Smithsonian Institution•Amado, AZ

14h•$50,908 - $66,184•Onsite

About The Position

This is the position of FLWO Science Center Assistant at the Fred Lawrence Whipple Observatory (FLWO) Science Center of the Optical and Infrared Astronomy Division, Smithsonian Astrophysical Observatory. The FLWO Science Center is located at Mt. Hopkins in Amado, Arizona, and recently reopened to the public in October 2024. The purpose of this position is to provide resolute, consistent support to the Science Center and the FLWO Public Affairs Officer/Science Center Manager, enabling the Science Center to function reliably and eventually expand operations. This is a full-time position. The schedule for this position is Tuesday through Saturday, with the occasional holiday work.

Requirements

One year of full-time experience at the grade 5 level that is close or similar to the work of this position.
Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.
1 full year of graduate level education in a related field or Superior Academic Achievement (S.A.A.). SAA is based on (1) class standing, (2) grade-point average, or (3) honor society membership.
A combination of education and experience may be used to meet the basic qualifications.
Knowledge of visitor services operations, event coordination, and administrative procedures.
Ability to apply agency policies, communication techniques, and customer service practices to resolve routine issues.
Skill in customer service to interact with volunteers and the public.
Ability to disseminate learned information to the public in a clear and concise manner.
Ability to manage/handle cash and credit card transactions, including operating a cash register.
General math skills to perform routine calculations needed for visitor services, retail operations, and inventory. This includes computing transactions, balance cash and credit receipts and maintain records of inventory.
Ability to communicate effectively with customers to provide sales assistance and information, to answer questions, and to solve problems.
Ability to understand written and verbal instructions and to follow procedures and processes that have multiple steps.

Responsibilities

Assist in coordinating outreach activities, such as community meetings, informational sessions, or public events.
Respond to routine inquiries from the public (received in person, phone, or email), providing accurate information about programs, services, or upcoming events.
Maintain contact lists of volunteers, community partners, and participants to support ongoing engagement efforts.
Collect and record feedback from outreach activities to help evaluate effectiveness and identify areas for improvement.
Serves as a point of contact for visitors, providing information on programs, facilities, and services.
Prepare data for reporting and presentations as requested by the FLWO Public Affairs Officer.
Coordinate organization for outreach events, including scheduling and arranging necessary supplies.
Ensure compliance with agency policies and procedures when conducting outreach activities.
Provides day‑to‑day operational support for the Science Center, ensuring smooth delivery of services to the public, tour groups, and special event participants.
Coordinates scheduling and organization for guided tours, including reservations, group assignments, and preparation of informational materials.
Responds to inquiries from visitors, offering accurate information about programs, facilities, and tour operations.
Monitors Science Center facilities and tour routes to identify and report maintenance or safety concerns, ensuring compliance with established standards.
Collects and compiles visitor feedback, attendance data, and operational statistics to support program evaluation and reporting.
Provides administrative support including recordkeeping, correspondence, and coordination with internal staff and external partners to facilitate visitor services.
Contributes to special projects and events by assisting with organization and on‑site support, ensuring positive visits.
Assists with scheduling and training volunteers, assisting with volunteer field trips and providing input to volunteer enrichment, engagement, and recruitment.
Serve as back-up tour guide when volunteers are unavailable.
Assist FLWO Public Affairs Officer in running retail operations, including independently opening and closing the retail storefront, handling both cash and credit transactions at the register, and interfacing with the public.
Performs other duties as assigned.