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Salary range: $65,000 to $70,000

JOB TITLE: FBI Historical SME / VISITOR SERVICES REPRESENTATIVE

SUMMARY: The FBI Experience Visitor Services Representatives (VSR) provide development and operations support to the FBI Experience. The FBI Experience is an education center that provides visitors with look into the FBI through interactive multimedia exhibits, content, and artifacts. VSR is responsible for providing a welcoming and informative experience for the public, highlighting content and adding context while the tour guests enjoy a self-guided tour of the experience.

Visitor Services Representatives:

• Assist The FBI Experience by providing VSR services Monday through Friday, during regular business core hours: 8:00 a.m. - 5:00 p.m.
• Develop a knowledge base for each gallery within the tour route to guide and communicate content within each gallery and educate visitors on FBI mission and operations
• 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 ask
• Operate all associated IT equipment related to responsible tasks
• Stand / walk for long periods throughout the workday

VSRs represent 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 manner
• Relay information and provide expansive responses via telephone, face-to-face interactions, or inquiries to the FBI Operations Manager, ensuring all coordinating internal employees are aware of visit plans

DUTIES AND RESPONSIBILITIES:

• Provide a welcoming, memorable, and interactive experience for the general public.
• Greet and speak with guests about content throughout the tour route, answering any questions or addressing any needs that occur.
• Serve as the principal voice of the FBI and build trust and confidence in direct support of the FBI's mission and strategy.
• Assist The FBI Experience by providing VSR services Monday through Friday, during regular business core hours.
• Take attendance and gather visitors at the FBI Visitor Center, ensuring that all guests have arrived at their designated timeslot for their tour.
• Escort visitors for all FBI Experience business including large groups of up to 40 - 50 individuals, adjusting to changes in visitor volume as necessary.
• Post at designated locations within a gallery daily for a scheduled duration as visitors embark on a self-guided tour.
• Proactively steer the self-guided visitors as they walk through The FBI Experience, aiding when needed.
• Cater 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 VIPs.
• Collaborate and assist with coordination of tours (large groups, student trips, and VIPs) by communicating with FBI Experience Operations Manager.
• Undergo continuing training sessions and learn from the Tour Operations Manager, Historian, and Curator, while potentially also shadowing under other VSRs.
• Develop 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 operations.
• Be 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 ask.
• Remain composed under pressure, including when challenged about current events or topics.
• Use electronic systems and calendars, such as CRM software, Microsoft (MS) Outlook and SharePoint to navigate tour schedules.
• Relay 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 plans.
• When requested, provide special attention to visitors with special needs, disabilities, or personal preferences to skip parts of the self-guided touSuch attention may include obtaining a wheelchair, coordinating services with the Equal Employment Office, and guiding guests through handicap accessible routes.
• Talk 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 periods.
• On 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 manner.
• Represent 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 manner.
• Prepare documents for The FBI Experience related to special events or other events if needed.
• Prepare and update visitor requests and material if needed.
• Shall 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 Center.
• Escort personnel in various environments such as on construction sites, in office space, or on tours.
• Report suspicious activities to designated FBI officials.
• Operate all associated IT equipment related to responsible tasks.
• On low volume days, assist with other duties as assigned.

QUALIFICATIONS:

• High School graduate / General Education Diploma (GED).
• At least one (1) year of experience and demonstrated strong skills in public speaking and verbal communication.
• 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.
• Past experience with law enforcement environment preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually low

DAWSON is an Equal Opportunity/Affirmative Action/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.