Visitor Services Representative

GENERAL DESCRIPTION OF DUTIES This position will provide customer service to visitors by responding to inquiries for visitor information by phone, email, and in-person contact. The position also provides support for Tourism staff and Industry Partners with group service requests for visitor information and promotional items. The position also serves as an ambassador for Tallahassee and Leon County at the Visitor Information Center. This is a customer service/receptionist position that will provide some clerical support for Visitor Servicing functions including handling sales in the gift shop and via ECommerce/online sales. NOTE The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The Job Description Questionnaire (JDQ) reflects a more detailed description of the position. Neither the job description nor the JDQ constitutes an employment agreement. Both are subject to change as the needs of the County and requirements of the job change. ESSENTIAL DUTIES Serves as Receptionist for Visitor Information Center. Greets visitors in a professional and courteous manner. Answers phone and routes telephone calls. Provides visitor services functions during select meetings and special events. Assists visitors with visitor information. Responds to inquiries for visitor information via phone, email, and walk-ins. Provides information on area attractions, driving or walking directions. Assist visitors in operation of digital information kiosk. Works in Gift Shop. Performs cashiering duties, including opening and closing shift reports and balancing deposits daily. Processes cash and credit card sales on merchandise via Point of Sale System. Tracks inventory of Gift Shop merchandise and updates Visitor Services Manager on need to restock. Assists with Promotional Items Request fulfillment. Receives promotional item requests by phone, email, or in-person, and forwards appropriate form to Visitor Services Manager for approval and processing. Assembles approved promotional request items as directed by Visitor Services Manager. Tracks inventory of promotional items and informs Visitor Services Manager of need to restock. Prepares Reports. Inputs information for generating reports such as tracking of walk-in, phone and email requests for Visitor Guides; group requests for welcome packets; inventory of Gift Shop merchandise. Prepare reports using basic computer programs (Word and Excel). Prepare reports using specialized programs (iDSS; Point of Sale System (NCR Silver); Grant Management System (Zengine by WizeHive). OTHER IMPORTANT OR MARGINAL DUTIES Cleaning/Sanitizing: Regular sanitizing of frequently touched surfaces required using standard cleaning products. KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of local Tallahassee Community and surrounding area. Ability to research and self-educate to gain additional knowledge of local events and places of interest to visit. Ability to communicate effectively verbally and in writing. Excellent time management and organizational skills. Superb Customer Service skills essential. Good listening skills. Detail-oriented. Excellent People skills. Experience with Point of Sale/Cash Register System. Comfortable handling cash and credit card transactions. Ability to learn new computer programs. Creativity skills preferred. COMPLEXITY OF WORK This position requires standard decision-making ability. These are decisions that are repetitive, occur on a recurring basis and are commonly related to daily activities. They are relatively simple, relying on historical data and previous solutions. The employee must be able to exercise independent judgment when assessing the needs of visitors and how best to provide assistance. The person in this position will need to be able to multi-task and determine priorities. A shift in responsibilities can arise at any time depending on the needs of the supervisor and needs of the customer being served. The employee should be able to prioritize and handle more than one task at any given time. RESPONSIBILITY Supervision Received The supervisor provides continuing or individual assignments by indicating generally what is to be done, limitations, quality and quantity expected, deadlines and priorities. Additional, specific instructions are given for new, difficult, or unusual assignments. The employee uses initiative in carrying out recurring assignments. The supervisor assures that the work is technically accurate and in compliance with instructions or established procedures. Supervision of Others None. INTERNAL AND EXTERNAL CUSTOMER CONTACT Contacts are with the supervisor, coworkers, other Division employees, industry partners and visitors seeking information or shopping in the gift shop. EQUIPMENT AND TOOLS USED Office equipment such as a computer; digital kiosk; Microsoft Office programs, primarily Word and Excel, specialized software such as iDSS System; Point of Sale system (NCR Silver); and Grant Management System (Zengine by WizeHive). WORK ENVIRONMENT AND PHYSICAL DEMANDS The employee works indoors, usually seated at a desk. Work involves operating a computer. Work involves standing, sitting, lifting/carrying or pushing/pulling in excess of 20 pounds, reaching, and bending. Employee may periodically be asked to assist at Tourism sponsored events off-site and/or outdoors. MINIMUM QUALIFICATIONS High School diploma or an equivalent and one year of relevant experience. Necessary Special Requirements: Weekends and some nights may be required. Selection Guidelines: Formal application, rating of education and experience; oral interview and reference check. FLSA STATUS: Position is Non-exempt. This is receptionist and clerical work. Revision History: June 22, 2010; September 9, 2010; May 22, 2017; April 2019; March 2021; March 7, 2022. #J-18808-Ljbffr