At-Will Contract Customer Support Specialist WY State Parks HQ

• Frontline Ambassador: Serve as the first point of contact for Wyo Parks. Youll be the welcoming face for fourth-floor walk-ins and the friendly voice answering the main HQ phone line.
• Permit & Sales Support: Assist walk-in customers with purchasing park permits and provide basic helpful information about our parks and sites to help them plan their visit.
• Conflict Resolution & Advocacy: Act as a brand ambassador during difficult conversations. We see every complaint as an opportunity to turn a frustrated visitor into a lifelong fan of Wyo Parks by providing empathetic professional and solution-oriented service.
• Office Routing: Quickly learn who does what at HQ so you can direct calls and visitors to the right person or department efficiently.
• Team Assistance: Provide extra set of hands support to the Visitor Services team. This includes simple data entry filing and helping with basic updates to reservation records as needed.
• Reservation System Guide: Serve as a helpful resource for callers who need a hand navigating our campsite reservation website. Youll walk them through the basics of how to book their stay.
• While not required if interested there are opportunities to head out into the field! This includes assisting at special park events supporting programs like Parks for Patriots and getting a first-hand look at the locations you help our customers book every day.

PREFERENCES:


Preference may be given to applicants with a background inretail hospitality or office support particularly those who enjoy high-volume interaction with the public. We are looking for a candidate who ispunctual dependable and comfortable being the hub of a busy office.


KNOWLEDGE:

• Exceptional Customer Service: Ability to remain professional patient and friendly even during busy peak seasons or when handling difficult calls.

• Communication: Ability to convey information clearly to a variety of audiences from out-of-state tourists to internal park staff.

• Tech Comfort: Ability to learn a web-based reservation system and perform basic data entry with accuracy

• Organizational Awareness: Ability to follow checklists maintain a tidy front-desk area and manage multiple small tasks (like phones and walk-ins) simultaneously.

• Problem Solving: A can-do attitude and the ability to find answers to common park questions using provided resources.

• De-escalation & Brand Ambassador: Ability to remain calm and empathetic when handling complaints. The ability to see a complaint as an opportunity. You should be skilled at turning a tough phone call into a positive experience that keeps visitors coming back to our parks.

  
  

PHYSICAL WORKING CONDITIONS:

• Work is conducted in an office setting with the option to visit Parks and Historic Sites throughout the state.
• Stationary Positioning: Ability to remain in a stationary position (sitting or standing) at the front reception desk for extended periods while assisting walk-in customers and answering phones.
• Dynamic Work Environment: Requires frequent movement between the workstation and the front service counter to assist walk-in customers. Includes regular trips to storage areas and mail rooms which may require navigating different floors of the building.
• Manual Dexterity: Ability to operate a computer multi-line phone system and credit card processing equipment.
• Visual Acuity: Ability to read computer screens maps and identification documents (for permit sales) to ensure accuracy in data entry. with or without accommodation.
• Light Lifting: Occasional lifting or moving of office supplies boxes of park maps or permit books (typically under 20 lbs) with or without accommodation.

• FLSA: Non-exempt

024 - State Parks & Cultural Resources - Division of State Parks Historic Sites Trails and Outdoor Recreation.

Click here to view the State of Wyoming Classification and Pay Structure.

URL: State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.

Class Specifications are subject to change please refer to the A & I HRD Website to ensure that you have the most recent version.