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Title : Visitor Services Assistant - Smithsonian Institution - Washington DC, DC
link : Visitor Services Assistant - Smithsonian Institution - Washington DC, DC

Visitor Services Assistant - Smithsonian Institution - Washington DC, DC

Summary

About the Agency

This position is located in The Smithsonian Insitution, National Museum of African American History and Culture. The incumbent is a part of the NMAAHC’s Visitor Services Program and plays an active role in every successful visit by imparting outstanding customer service with each visitor encounter.

Please note: The incumbent of this position will be required to work evenings and/or weekends.

ATTENTION: Due to the large number of qualified applicants for positions of this type, this job announcement will close at 11:59 pm Eastern Time on either: (A) The closing date listed above or (B) The date that 150 applications are received; whichever occurs first. If the announcement closes on the date that 150 applications are received, all applications submitted by 11:59pm that day will be given consideration, including those in excess of 150.

We encourage applicants to apply as soon as possible to ensure their applications are submitted before the announcement closes. We will not consider applications which are late due to the announcement closing once the above number of applications is reached.

Duties

The Visitor Services Assistant is responsible for:

• Responding to visitors’ questions, resolving problems, or de-escalating more serious issues in the entrance line, on the floor, or anywhere within the museum exhibitions and public spaces.
• Imparting outstanding customer service with each visitor encounter.
• Maintaining the Welcome Desk and other duty stations located on the interior and exterior of the museum.
• Keeping the Volunteer Lounge orderly.
• Monitoring the use of the Digital Guest Book and managing the loan distribution of the Museum-Wide Mobile program tour devices and digital assistive devices.
• Keeping abreast of a variety of information pertinent to visitors, to include various programming schedules, orientation film screening times, scheduled tour groups and special guests, exhibition updates, the café menu, and Museum Shop special offers, etc.
• Implementing queue management by directing visitors to specific entrances or away from crowded locations, forming queues, providing visitors with entertaining digital distractions, providing live wait times, or facilitating aid during long waits to those in need.
• Keeping alert to and mediating the experiences for visitors who react adversely to difficult content and facilitating dialog around difficult content.
• Informing the Office of Protection Services of any perceived or potential security issues.
• Maintaining digital and paper files and reporting data about Visitor Services operations.
• Serving a role model to NMAAHC’s volunteers, playing a key role in ongoing volunteer training and daily communications, and providing performance feedback and annual volunteer performance plans and reviews of an assigned cohort of twenty to thirty volunteers.

Travel Required

• Not Required

Relocation Authorized

• No

Job Requirements

Key Requirements

• 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.

Qualifications

Experience:

You qualify for this position if you possess one year of specialized experience equivalent to at least the GS-4 level in the Federal service or comparable pay band system. For this position, specialized experience is defined as providing services and assistance to visitors and facilitating dialogue around African American history and/or culture for a museum, education center, cultural or historic site, recreation site or similar facility which receives large numbers of public visitors.

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 Education: 4-year course of study leading to a bachelor's degree.

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.

Qualification requirements must be met within 30 days of the job announcement closing date.

Security Clearance

Public Trust - Background Investigation

Apply

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