Visitor Services Coordinator

The Visitor Services Coordinator is responsible for the oversight of the Visitor Services Department (VSD) by leading visitor services support staff who welcome and assist visitors and guests for the best possible museum experience.

In this position you will:

GS-07

• Assist the Supervisor in all Visitor Services programs and activities including customer service; wayfinding; indoor and outdoor queuing and line management; safety; security; volunteer management and scheduling; group/VIP visits. Assist withsupport and accessibility services; creation and dissemination of maps guides and information concerning the public areas of the museum facilities use exhibitions collections and objects; and engagement and interpretation of difficult and challenging content for visitors and guests.
  
  
• Train or arrange for training in team building and working in teams to accomplish work. Monitor and report on the status and progress of training. Serve as coach and facilitator in coordinating team initiatives and consensus building in trainings.
  
  
• Participate in management of the Visitor Services volunteer program at NMAI and provide leadership over a large volunteer conjunction with supervisor interview and onboard prospective volunteers. Follow up to ensure volunteers are oriented and trained in collaboration with NMAI Supervisory Visitor Services Coordinator and Office of Visitor Services (OVS) policies & procedures.
  
  
• Support the Guest Services Department and all implementation policies & protocols to include utilized software programs: Customer Relationship Management (CRM) systems or similar systems; Proficiency in NMAI CRM VSYs SenSource Dexibit; and ticketing system data as appropriate train others as appropriate.

GS-09

• Provide day-to-day leadership and oversight of the Visitor Services programs and activities including customer service; wayfinding; indoor and outdoor queuing and line management; safety; security; volunteer management and scheduling; group/VIP visits; assist with support and accessibility services; creation and dissemination of maps guides and information concerning the public areas of the museum facilities use exhibitions collections and objects; and engagement and interpretation of difficult and challenging content for visitors and guests.

• Ensure that the SI and Museums strategic plans mission and vision are communicated and are a part of the teams strategies goals objectives and work plans.

• Communicate to the team assignments projects and problems to be solved including deadlines and times frames for completion.
  
  
• Together with the supervisor provide volunteer program management leadership and development of the Visitor Services volunteer program at NMAI and provide leadership for managing a large volunteer population. Interview and onboard prospective volunteers. Follow up to ensure volunteers are oriented and trained in collaboration with NMAI Volunteer Manager and Office of Visitor Services (OVS) policies & procedures.
  
  
• Work with the Supervisor to oversee Visitor and Guest Services funding expenditures and participates in purchasing for the program that can include invoicing program reports and budget preparation development justifications and monitoring. Works with staff to ensure visitor materials equipment and office supplies are monitored and sufficient for program implementation.

Conditions of employment

• Pass Pre-employment Background Investigation
• May need to complete a Probationary Period
• Maintain a Bank Account for Direct Deposit/Electronic Transfer
• Males born after 12/31/59 must be registered with Selective Service.

Conditions of Employment

Qualification requirements including one year time-in-grade at the next lower grade level for promotion candidates must be met within 30 days of the job announcement closing the Required Documents section for additional information.

For information on qualification requirements seeQualification Standards Handbook forGeneral Schedule Positionsviewable on OPM Website.

Qualifications

Grade-07

Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-05 level in the Federal Service. For this position specialized experience is defined asworking in a visitor services department for a museum or similar cultural institution; giving public presentations or demonstrations to small visitor groups; and working with museum or cultural institution volunteers.

Or Education: One full year of graduate level education related to the positionorSuperior Academic Achievementmay be substituted to meet the specialized experience requirement. Or a Combination: Education and experience may be combined to meet the basic qualification.

Grade- 09

Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-7 level in the Federal Service or comparable pay band system.For this position Specialized experience is defined asworking in a visitor services department for a museum or similar cultural institution; giving public presentations or demonstrations to large visitor groups; and providing general direction to museum or cultural institution volunteers.

Or Education:Masters or equivalent graduate degreeOR2 full years of progressively higher-level graduate education leading to such a degreeOR LL. Bor J.D. if relatedOREquivalent combinations of education and a full explanation of this option please see theQualification Standards.

Experience refers to paid and unpaid experience including volunteer work done through National Service programs (e.g. Peace Corps AmeriCorps) and other organizations (e.g. professional; philanthropic; religious; spiritual; community student social). Volunteer work helps build critical competencies knowledge and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience including volunteer experience.

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.

Or a Combination: Education and experience may be combined to meet the basic qualifications. For a full explanation of this option please see the Qualification Standards. Special Instructions for Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. For instructions on where to fax these documents see the Required Documents section of this announcement.