Visitor Services Support Specialist at Trust Consulting Services Inc

Fort Belvoir, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

22.5

Posted On

02 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Organizational Skills, Ticketing Operations, Event Management, Visitor Assistance, Complaint Resolution, Group Reservations, Calendar Management, Training Development, Inquiry Support, Physical Assistance, Communication Skills, Microsoft Office Suite, Time Management, Team Collaboration

Industry

Business Consulting and Services

Description

Description Position Summary 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. Key Duties & 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 Requirements Minimum Qualifications 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 Work or volunteer experience with an art, culture, museum, education, and/or visitor-focused mission preferred Strong customer service skills, organizational, and problem-solving skills Physical & Environmental Requirements Ability to stand for extended periods and occasionally lift up to 20 lbs Pay Rate $22.50 per hour Full time schedule: 10am-5pm, Sun-Mon; Thurs-Sat Part time schedule: 10am-2pm (7 days a week) Benefits Eligible employees may enroll in the available medical, dental, and vision coverage plans. Trust also offers a 401K plan in addition to voluntary Life, Accident, Short-Term Disability and long-term disability coverages. About Trust Consulting Services Trust Consulting Services, Inc. is a certified SDVOSB company specializing in Information Technology Products & Services, Business Strategy Solutions, Facilities Management, Physical Security, and Strategic Intelligence Services in support of state, local and federal agencies. Our core values - Innovation, Trust, Results, and Client-Centricity are the foundations of Trust. These values guide our decisions and ensure we deliver exceptional service that helps our clients succeed in the digital age. All qualified applicants are welcomed and encouraged to apply.

Responsibilities

The Visitor Services Support Specialist provides general visitor and customer service support, including managing ticketing operations and resolving visitor complaints. This role also involves assisting with programming, special events, and maintaining the master calendar.