Visitor Services Assistant - Part time

Description

JOB SUMMARY:  

Ensures key and high-profile operations run smoothly for all aspects of the visitor experience at the City of Columbia Welcome center; interacting with general public patrons to provide information regarding events, exhibits, programming, sights to see and places to visit. Duties may include; receiving inventory; setting up merchandise displays; responding to visitor’s concerns in a manner that ensures a positive outcome for the visitor and the City; entering data into a personal computer (PC) to produce correspondence, forms, monthly statistical reports, and other materials for publication or distribution; retrieving stored data for printout; preparing materials and keeping front desk stocked; cleaning and maintaining work area; ensuring the safety of the general public; assisting with the setup, implementation, and cleanup of special events; and related duties as assigned. 

ESSENTIAL FUNCTIONS:

• Represent the City of Columbia, Visit Columbia, TN, and the community in a positive and professional manner
• Welcome walk-in visitors and help with any inquiries, listening to their questions and needs
• Answer and return telephone calls daily and responds to e-mail 
• Research and provide information when requested
• Resolves procedural or operational issues by making judgment calls when problems arise with visitors, coworkers, etc. and determines when to escalate issues to supervisor
• Assist with visitor inquiry fulfillment, including Welcome Center mailings, as needed 
• Maintain records of number of visits and visitor data, as requested; posts information to records, and resolves any discrepancies
• Compiles simple statistics for daily records and monthly reports
• Assist visitors with any purchases made within the Welcome Center, including performing register transactions
• Organize, update, restock supply of Visit Columbia, TN literature including lifting and moving of boxes
• Maintain a clean and pleasant atmosphere in and around the Welcome Center
• Closing procedures for the Welcome Center, including balancing cash drawer and setting alarm
• Learn about Columbia attractions, lodging, and restaurants 
• Build relationships with area attractions and request the most up to date information from area 
• Support the Tourism and Marketing Director and Main Street Manager in any capacity, when needed  
• Communicates with visitors, volunteers, activity participants, other City employees, vendors, management, and the general public in order to convey specific information relating to the City of Columbia
• Safety and security procedures
• May prepare written documents with clearly organized thoughts and/or using the proper sentence construction, punctuation, and grammar in order to document attendance and other required data.
• Make flyers/signage, write lists, and activity reports. 
• Performs physical inventories of activity materials, cleaning materials, and/or office supplies. 
• May assist with set up and/or removal of folding tables, chairs, barricades, and/or traffic cones activities, or events. Works with cleaning fluids and agents and keep center clean and sanitary. 
• Meets scheduling and attendance requirements.

SECONDARY FUNCTIONS: Performs other related duties as required.

SUPERVISORY FUNCTIONS: None

Requirements

KNOWLEDGE, SKILLS:

Knowledge of:

• City of Columbia area attractions, lodging, events, and restaurants
• Social media sites including Facebook, Twitter, Instagram, Snapchat, YouTube, Pinterest, etc.
• The latest digital marketing trends; customer service, quality, and teamwork concepts
• English grammar usage, spelling, punctuation, and business vocabulary and modern office practices, procedures, and equipment
• Personal computer software, including Microsoft Office;
• The City of Columbia's government organization and the community of Columbia;
• Exceptional customer service practices; and 
• Policies, procedures, and services of City departments 

Skills in:

• Computer software including website CRM and CMS, word processing, spreadsheet and database applications; 
• operating standard office equipment including PCs, calculators, copiers, fax machines, etc.
• Problem-solving and decision-making
• Friendly attitude and exceptional people skills 
• Excellent verbal and written communications with the ability to clearly and succinctly convey information

Ability to:

• Work a flexible schedule, including weekends and some evenings
• Listen to visitors with the purpose of understanding their needs
• Lift and carry loads up to 15 lbs
• Work independently with frequent interruptions and changing or competing deadlines
• including the ability to operate a PC and use word processing software

REQUIRED EDUCATION/OR EXPERIENCE: 

Education and/or experience in customer service related field of work. public contact work experience including cash handling and/or office clerical work. Employee’s schedules will vary. 

WORKING CONDITIONS: 

Requires stooping, standing, and kneeling. Sits or stands for long periods of time and circulates through center in order to monitor security of displays and safety of visitors.

Work is performed in office environment; some assignments are performed in the field with exposure to variations in temperature and humidity; continuous contact with other staff and the public.