What are the responsibilities and job description for the Visitor Services Representative position at Five Rivers Metro Parks?
Position Description
Duties/Responsibilities
To perform this job successfully, an individual must perform essential duties to expected performance standards. Reasonable accommodations are made as required for persons with disabilities as defined under the Americans With Disabilities Act.
Answers inbound telephone calls, determine the purpose of the calls, provides routine information and answers routine questions. Forward the calls to a subject matter expert if the resolution to the call is not immediately available or beyond the employee’s scope of knowledge or authority. Collaborates with subject matter experts to continually increase overall knowledge of agency functions, events, policies, and job functions of personnel. Establishes a positive rapport with callers and visitors by connecting with visitors, and displaying proper telephone etiquette regardless of the purpose of the call.
Collaborates with other Visitor Services Representatives to deliver outstanding service to all callers and visitors by assisting with information research, call routing, and software utilization.
Utilizes and helps maintain database and search engine software to research answers to visitor inquiries. Researches database and various search engines for answers to inquiries or refer questions to subject matter expert.
Makes outbound calls, emails, postings, and other communications to follow up with visitor, vendor, and staff inquiries.
Welcomes on-site visitors and groups, determines the purpose of the visit, and provides requested information to the visitor or calls upon an available SME to assist visitor. Ensures all visitors, volunteers, vendors, and staff are treated in a professional and courteous manner. Utilizes agency’s website and maps to provide directions to campers and visitors.
Completes visitor contact logs and reports during or after contact for tracking purposes.
Resolves routine visitor complaints by interpreting agency policies and conveying the purpose of the applicable policy to the visitor, or by forwarding difficult or sensitive questions and complaints to appropriate staff for resolution.
Remains up-to-date regarding MetroParks’ current opportunities, activities, closures, postponements, and branding messages, and conveys information to callers and visitors as requested or appropriate. Receives, sorts and routes mail and deliveries, and maintains and routes publications and materials.
Arranges reservations and receives payments for shelters and issues shelter and camping permits.
Provides administrative support specific to assigned park location which may include processing mailings, maintaining calendars, stocking brochures, copying, scanning, filing, faxing and other administrative duties.
Monitors the public areas of the headquarters and reception areas to ensure that areas are presentable at all times. Ensures cleanliness and order in restrooms, display areas, break rooms and other public areas. Unlocks and locks doors and turns lights on and off lights to open and close facilities.
Maintains confidentiality of confidential or sensitive records and information.
Works assigned schedule, exhibits regular and punctual attendance and works outside of normal schedule as required.
Provides service to the public, responding to questions, offering assistance, and providing information.
Collaborates internally, within and across departmental boundaries, to provide information and service to others in the organization to contribute to the effective operation of the agency and all staff.
Performs other duties as assigned
Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. A combination of appropriate education, training, course work and experience may qualify an applicant to demonstrate required knowledge, skills, and abilities. An example of an acceptable qualification is:
High school degree or GED with two years’ experience in a customer service, hospitality or related field.
Ohio Drivers' License which meets Five Rivers MetroParks' insurance carrier guidelines.
Additional Information
EQUIPMENT OPERATED: Computer; printer; scanner; calculator; copier; fax machine; telephone; telephone headset and handset; laminator; credit card machine; postage machine; and other office equipment; alarm system; key fob and other equipment.
WORK ENVIRONMENT: The employee works in an environment typical to office working conditions. The employee is not substantially exposed to adverse environmental conditions.
Five Rivers MetroParks is an EEO/AA employer that values diversity in the workplace.
