Visitor Services Support Specialist

Trust Consulting Services Inc•Fort Belvoir, VA

4d•Onsite

About The Position

The Visitor Services Support Specialist shall provide general visitor and customer service support to include general visitor services, Welcome Desk Operations, visitor complaint resolution, timed ticketing operations, group reservation management, disability accommodation, Agency programming, visitor surveys, training development, inquiry support, master calendar management, and writing the volunteer newsletter. This position will support the National Museum of the United States Army.

Requirements

An associate’s degree or higher
A minimum of two (2) years demonstrated professional experience providing in-person forward-facing customer service
A minimum of (3) years demonstrated professional experience providing customer support over the telephone and through email
Ability to perform the required services with little to no direction
Work a flexible schedule including weekends and holidays
Experience using Microsoft office suite to include Word, PowerPoint, Excel and Outlook
Have a valid driver's license
Strong customer service skills, organizational, and problem-solving skills

Nice To Haves

Work or volunteer experience with an art, culture, museum, education, and/or visitor-focused mission preferred

Responsibilities

Support of the Visitor Services Front of the House mission, which includes ticketing desk, customer service desk, and other duties as defined below
Support visitor group reservations, master calendar management, and ticketing
Provide support at the Museum's welcome desk, greeting visitors, answer basic questions about the Museum, provide wayfinding services and refer visitors to the appropriate staff
Assist with programming and special events in areas such as helping set up or tear down equipment (lifting equipment up to 50 pounds), providing capacity management services (queue management) and parking management services, and facilitating event execution
Support all published Museum procedures to include those relating to visitor assistance and safety (e.g. fire evacuation, lost child, etc.)
Meet groups upon arrival and provide an escort for ticketing, security, and Museum orientation
Work diligently to assist visitors quickly and professionally to resolve all complaints or issues and exercise judgment, informed by Museum provided training, to address the situation
Maintain and submit a daily and weekly record of all complaints received
Schedule group reservations, events and special programs on the Museum's master calendar
Perform ticketing duties including scanning tickets, issuing tickets, assisting visitors with ticket issues, and utilizing the timed ticketing vendor's online system in support of standard Museum hours and events outside of normal operating hours
Manage the checkout and maintain accountability of disability accommodation equipment to include, but not limited to, wheelchairs, assisted listening devices, audio tour content, written content, braille guides, and anxiety coping devices
Receive (check in) and clean any used equipment
Report any damaged, lost or stolen equipment
Support the Museum's programming by setting up, tearing down and facilitating of event execution
Assist in the gathering of visitor data both by gathering written responses and asking face-to-face questions
Direct calls, email and written inquiries to members of both the Museum staff and AHF as necessary
Resolve basic inquiries without outside assistance, as well as maintain and submit a daily and weekly record of all inquiries received
Assist the Government in management of the Museum's master calendar
Assist in coordination and reservations for use of the conference rooms or museum facilities
Provide transportation support using the NMUSA golf carts to transport visitors from the parking lot to the main building