Visitor Services Representative

Five Rivers MetroParks•45402, OH

23h•Onsite

About The Position

The Visitor Services Representative provides customer service to MetroParks patrons, volunteers, vendors, and staff, conveying the agency’s mission through telephone and in-person interactions. The role uses communication skills and technology to respond to questions, provide information, route inquiries, and support the effective operation of the agency. The position also provides administrative and facility support for an assigned park location. Duties may include handling mail and deliveries, arranging shelter and camping reservations and payments, maintaining public areas, and completing routine office tasks. The employee works an assigned schedule, maintains punctual attendance, and may work outside the normal schedule as required.

Requirements

High school degree or GED and two years of experience in customer service, hospitality, or a related field; an appropriate combination of education, training, coursework, and experience may also qualify.
Valid driver’s license meeting Five Rivers MetroParks’ insurance carrier guidelines.
Successful completion of a criminal background check and drug screening test before employment.
Ability to perform the essential duties satisfactorily.

Responsibilities

Answer inbound calls, determine their purpose, provide routine information, and route inquiries beyond the employee’s knowledge or authority to a subject matter expert.
Collaborate with subject matter experts to build knowledge of agency functions, events, policies, and personnel responsibilities.
Establish positive rapport with callers and visitors and use proper telephone etiquette.
Work with other Visitor Services Representatives to research information, route calls, and use software to provide service.
Use and help maintain database and search-engine software to research visitor inquiries or refer questions to subject matter experts.
Make outbound calls, send emails and postings, and use other communications to follow up on visitor, vendor, and staff inquiries.
Welcome on-site visitors and groups, identify the purpose of their visit, provide information, or seek assistance from an available subject matter expert.
Treat visitors, volunteers, vendors, and staff professionally and courteously.
Use the agency website and maps to provide directions to campers and visitors.
Complete visitor contact logs and reports during or after interactions.
Resolve routine visitor complaints by explaining relevant agency policies, and forward difficult or sensitive matters to appropriate staff.
Stay current on MetroParks opportunities, activities, closures, postponements, and branding messages, and share information as appropriate.
Receive, sort, and route mail and deliveries; maintain and route publications and materials.
Arrange shelter reservations, receive payments, and issue shelter and camping permits.
Provide administrative support for an assigned park location, which may include mailings, calendars, brochures, copying, scanning, filing, faxing, and other administrative duties.
Monitor headquarters and reception areas and keep public areas presentable, clean, and orderly.
Unlock and lock doors and turn facility lights on and off when opening or closing facilities.
Maintain confidentiality of sensitive or confidential records and information.
Work the assigned schedule, maintain regular and punctual attendance, and work outside the normal schedule as required.
Respond to public questions, offer assistance, and provide information.
Collaborate across departments to provide information and service and support effective agency operations.
Perform other duties as assigned.