Visitor Services Coordinator, IS-1001-07

Smithsonian Institution•Chantilly, VA

7d•$57,736 - $65,435•Hybrid

About The Position

The Smithsonian Institution, National Air and Space Museum (NASM) seeks two coordinators for the Visitor Services program. The Visitor Services Coordinator works with the Visitor Services team to manage volunteers, communicate with the public, and support daily operations and activities at the Museum. The Visitor Services Coordinator works at both the National Air and Space Museum in Washington, DC and the Steven F. Udvar-Hazy Center in Chantilly, Virginia. This position is located in the Visitor Services Division within the Education and Visitor Experience Directorate of the National Air and Space Museum (NASM), Smithsonian Institution (SI). The Visitor Services Coordinator specializes in volunteer programming, training and management. They provide key support in the day-to-day work of the Visitor Services team. This includes entrance operations, health and safety, customer service, communication with the public, and collaboration with all NASM offices in addition to many SI offices. The incumbent will uphold the Smithsonian, National Air and Space Museum’s philosophy, that the visitors’ “first and last impression” of their experience at the Museum is positive.

Requirements

Bachelor's degree that included or was supplemented by at least 24 semester hours in a field related to the work of the position.
OR Combination of Education and Experience: At least 24 semester hours in a field related to the work of the position. The experience must have demonstrated (1) a thorough knowledge of the principles underlying the work of this position, and (2) understanding, both theoretical and practical, of the methods and techniques applied in performing work in this position.
OR Specialized Experience: Three years of specialized experience, which include volunteer management and training in an informal education setting. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-5 or above).
Skill in providing services and assistance to visitors of a museum, education center, cultural or historical site, recreation site, or similar facility which receives large numbers of public visitors.
Knowledge and ability to manage and maintain large scale museum programming.
Knowledge of the logistical, legal and ethical issues associated with managing volunteers.
Ability to communicate verbally, and in writing, in a manner that is clear and easily understood by audiences of all ages, including an ability to meet and communicate with individuals from museums, cultural organizations, and businesses. Oral and written skills are leveraged to provide direction to volunteer staff via e-mail, briefings, presentations, and other methods as assigned.
Knowledge of NASM’s programs and policies, sufficient to develop programs and visitor services that support initiatives of the Museum.
Knowledge of program goals, priorities, and commitments in the area of public service, sufficient to operate a volunteer program with maximum efficiency and effectiveness.
Problem solving skills exercising patience and tact, showing empathy but firmness in order to maintain Museum and Institution standards.
Knowledge and discretion in seeking the involvement of the professional staff of the Museum and in making use of the various Museums or Institutional facilities.
Working knowledge and skill of information technology in order to use computer applications to prepare communications, presentation materials, and reports.
Ability to de-escalate conflict with visitors regarding timed-entry requirements at the Museum’s Washington, DC location.
Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.
Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.
Resumes should include a description of your paid and non-paid work experience that is related to this job; starting and ending dates of job (month and year); and average number of hours worked per week.

Responsibilities

Support Visitor Services volunteer programs, including briefing volunteers at the Welcome Centers and managing museum floor operations.
Plan, manage, and implement all elements of Visitor Services operations.
Provide customer service for Museum visitors, staff, and volunteers.
Establish essential relationships and coordinate across the museum and greater Smithsonian to meet visitor and museum needs.
Provide direction and logistical management to a diverse group of people, establishing, implementing, and maintaining policies and procedures that ensure the smooth operation of the Visitor Services volunteer program.
Maintain records of all volunteer activity, and provide administrative support to all NASM volunteers.
Oversee timed-entry operations, providing customer service for the public and support for contract staff team members, at NASM’s Washington, DC location.