Visitor Services Representative

Overview:
Nakupuna Solutions is seeking to hire a Part-time, Visitor Services Representative (VSR) to work as a member of the FBI Experience, providing support services to assist with the development and operations for the initiative.
The FBI Experience is an education center that provides visitors with look into the FBI through interactive multimedia exhibits, content, and artifacts.



Responsibilities:
The following reflects managements definition of essential functions for this job but does not restrict the tasks that may be assigned.
Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Specific duties include: Provide a welcoming, memorable, and interactive experience for the general publicGreet and speak with guests about content throughout the tour route, answering any questions or addressing any needs that occurServe as the principal voice of the FBI and build trust and confidence in direct support of the FBIs mission and strategyAssist The FBI Experience by providing VSR services Monday through Friday, during regular business core hoursTake attendance and gather visitors at the FBI Visitor Center, ensuring that all guests have arrived at their designated timeslot for their tourEscort visitors for all FBI Experience business including large groups of up to 40 50 individuals, adjusting to changes in visitor volume as necessaryPost at designated locations within a gallery daily for a scheduled duration as visitors embark on a self-guided tourProactively steer the self-guided visitors as they walk through The FBI Experience, aiding when neededCater to the needs of all visitors, which include but are not limited to the general public of all ages, large field trip groups of middle/high school students, and VIPsCollaborate and assist with coordination of tours (large groups, student trips, and VIPs) by communicating with FBI Experience Operations ManagerUndergo continuing training sessions and learn from the Tour Operations Manager, Historian, and Curator, while potentially also shadowing under other VSRsDevelop a knowledge base for each gallery within the tour route, able to guide and communicate content within each gallery and educate visitors on FBI mission and operationsBe able to speak to each gallery eloquently to educate members of the public and prominent visitors as they view the area, interpret exhibits, and factually answer questions the public may askRemain composed under pressure, including when challenged about current events or topicsUse electronic systems and calendars, such as CRM software, Microsoft (MS) Outlook, and SharePoint to navigate tour schedulesRelay information and provide expansive responses via telephone, face-to-face interactions, or inquiries to the FBI Experience Operations Manager, ensuring all coordinating internal employees are aware of visit plansWhen requested, provide special attention to visitors with special needs, disabilities, or personal preferences to skip parts of the self-guided tour.
Such attention may include obtaining a wheelchair, coordinating services with the Equal Employment Office, and guiding guests through handicap accessible routesTalk to visitors, stand for several hours per day, and walk up and down steps as a regular part of the position.
The role is not expected to be physically demanding (no heavy lifting).
A chair will be available for brief sitting periodsOn occasion, act as an active tour guide for guests, walking through the FBI Experience as requested/needed and provide a true guided tour experience.Maintain exhibit space in a presentable mannerRepresent the FBI in an articulate and professional manner.
Must be approachable, friendly, polite, willing to speak to strangers, coherent, and generally excited to meet with the public on their tour in an excellent customer-service oriented mannerPrepare documents for The FBI Experience related to special events or other events if neededPrepare and update visitor requests and material if neededShall remain within the immediate vicinity of The FBI Experience area except when using restrooms, the 8th floor cafeteria, the ground floor Starbucks, or entering/exiting the JEH and/or escorting tour groups to/from the Visitor CenterEscort personnel in various environments such as on construction sites, in office space, or on toursReport suspicious activities to designated FBI officialsOperate all associated IT equipment related to responsible tasksOn low volume days, assist with other FBI Experience duties

Qualifications:
Skills/Qualifications: Must have proven organizational skills, self-motivated, strong attention to detail, good oral and written communication skills.
Computer competency is mandatory for this position.
At least one (1) year of experience and demonstrated strong skills in public speaking and verbal Demonstrated experience in expressing agreed upon key messages to visitor audiences, with an interest in educating these key messages.Demonstrated experience in proactive problem solving, customer service, communication, and leadership skills.Demonstrated organizational skills experience such as planning, scheduling, tracking, and time management.Demonstrated interest and ability to learn extensive knowledge of history and facts.Demonstrated experience tactfully handling large numbers of people and managing stressful situations.Familiarity with law enforcement environment.Education and Experience: This position requires a High School or General Education Development Diploma.
Clearance Requirements: This position requires an active TOP SECRET security clearance.
Must be a U.S. citizen. Travel Requirements: None. Work Location and Hours of Operations: Work is performed at the FBI Headquarters J. Edgar Hoover (JEH) Building 935 Pennsylvania Ave. NW Washington, D.C. 20535-0001.
Due to the nature of the work required, telework is not authorized.
The contractor is responsible for providing services between the hours of 8:30 a.m. and 5:00 p.m., Monday through Friday except for Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similarly Government directed facility closings. Physical Requirements: The ideal candidate must at a minimum be able to meet the following physical requirements of the job with or without a reasonable accommodation: Ability to perform repetitive motions with the hands, wrists, and fingers.Ability to engage in and follow audible communications in emergency situations.Ability to sit for prolonged periods at a desk and working on a computer.The Nakupuna Companies are dedicated to fostering an inclusive work environment while providing reasonable accommodations to individuals with disabilities.
If you require special assistance or accommodations during your job application process, please contact ******. The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market ranges commensurate with multiple factors, including but not limited to the individuals particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location.
The projected compensation range for this position is $33.32/hr to $35.00/hr (hourly USD).
The good faith salary range displayed represents the position at time of posting and is just one component of Nakupuna Companies total compensation package for employees.