Customer Service and Visitor Support Specialist

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Job Title: Customer Service and Visitor Support

Summary: Provide outstanding customer service and visitor support to all audiences at the museum while convincingly expressing the mission of the NMHM. This person greets museum visitors and is expected to deliver an exceptional, exemplary, thorough and professional welcome to the museum with unassailable professional comportment. Each interaction with the public is undertaken with the singular objective of advancing the museum's mission in a clear, convincing, enthusiastic manner. The incumbent excels at interacting with the public and engaging visitors at all times and is prepared to rectify visitor issues independently within a framework managed and governed by established standard operating principles. The contractor is responsible for opening and closing the museum and staffing the reception desk everyday but December 25th, which may require work on weekends and holidays, as well as morning and evening, and are subject to overtime requirements.

Responsibilities:

• Responsible for opening and closing the museum, staffing the reception desk, providing customer service to visitors. Monitoring museum appearance and supporting other museum departments as requested.
• Solicits information from visitors about their awareness of the museum; records information on the daily tally sheet and encourage visitors to leave feedback in the (digital) guest book.
• Provides accurate information to NMHM visitors in a professional, friendly, and appropriate manner.
• Outlines NMHM activities, provides orientation information about the galleries, and provides directional services (e.g., bathroom, public telephone, taxi, food service, etc.).
• Initiate films and programs (when requested and appropriate) and other visitor-activated services.
• Answers the NMHM's central telephone lines promptly, answers inquiries courteously, and directs callers to appropriate staff offices and individuals as needed.
• Informs visitors with children of age-appropriate activities or exhibits within the NMHM.
• Provides a basic introduction to the museum, exhibits, and collections.
• Directs inquiries to appropriate staff or volunteers.
• Provides basic first aid and emergency response to visitors and staff to include an AED, if trained.
• Provides tour program/special event support.
• Attends virtual and in-person training and professional development, as directed by supervisor.
• Prepares demonstrations and docent materials in advance of planned/scheduled guided tours.
• Provide impromptu, guided demonstrations of approved materials
• Assists docents and staff as needed in their efforts to conduct educational activities within the galleries and auditorium.
• Sets up program spaces with chairs, tables, and other materials, as requested.
• Fills in as desk monitors and entry control at bldg. 178 main entrance or at multipurpose room 2 entrance, as requested.
• Performs light cleaning of exhibit cases and other exhibit display elements and high-touch surfaces; informs requisite offices of other cleaning requirements.
• Visually inspects ALL objects on display twice a day and reports anomalies in writing via email to their supervisor.
• Monitors visitor experience by performing bi-hourly rounds, troubleshooting computers/interactives, and handling minor problems on gallery floor.
• Complies with appropriate physical security measures for the museum and its visitors.
• Attends regular meetings, or attends other meetings as needed or directed, and performs other tasks as assigned.
• Provides subject matter expertise to all areas of museum mission, when requested.

Qualifications:

• Education- History or Museum Science degree -- Preferred.
• Experience working with a museum-- Preferred.

DAWSON is an Equal Opportunity/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more.

DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.

DAWSON's career portal utilizes a third-party applicant tracking system that allows us to send and receive messages, along with our official DAWSON email addresses. Recruiting emails from DAWSON will only come from @dawsonohana.com or @msg.clrco.com. DAWSON will never: Ask you to send money or purchase equipment as part of the hiring process; Require you to download any apps to interview such as Teams, WhatsApp, etc.; Conduct interviews via Teams chat or messaging-only platforms; or Request banking information outside of secure onboarding steps. To verify current opportunities, use this official careers page. If you are ever unsure about DAWSON roles and communications, contact us at comms@dawsonohana.com before taking action.