Reservations and Call Center Coordinator - George Washington's Mount Vernon : Job Details

Reservations and Call Center Coordinator Full-Time, Non-ExemptBackground:The Education and Guest Services Division provides meaningful learning opportunities for Mount Vernon's one million annual visitors and students in classrooms around the country. Through a diverse portfolio of interpretive experiences, engaging public programs, and online resources, we expand each learner's understanding of, and appreciation for, our nation's Founding Father and the world in which he lived. The Guest Services Department facilitates guest access to, and use of, the estate. Guest Services manages ticketing operations, group reservations, the estate-wide Call Center, shuttle services, wharf operations, use of the Ford Orientation Center, the Donald W. Reynolds Museum and Education Center, and other guest amenities/services.Compensation: Expected salary for this role is $18.00-$19.00 /hour, dependent on skills and experience, plus full-time benefits. Expected Hours:40 hours/ weekEssential Duties: The Call Center functions as a cohesive team to book and process a high volume of domestic and international group visits to Mount Vernon for tour companies and vendors, school and youth groups, as well as visits for families and individuals. The team serves as the Call Center and the voice of Mount Vernon, providing personalized customer service and responding to a wide array of questions, managing requests, and providing solutions.

• Book and process reservation requests for group and individual visits, VIP tours, virtual and distance learning offerings, public and private events and programs, group meals, and other unique offerings
• Work seamlessly within the team to respond to and fulfill all requests quickly and consistently, sending correspondence, tracking and processing payments with accuracy and discretion, through the Tessitura software
• Maximize group and individual experiences through accurate and engaging communications via phone, email, and other platforms, addressing concerns, securing tickets, suggesting itineraries, and selling various admission enhancements
• Process Memberships and Donations, assisting with Member bookings and resolving any issues
• Support and collaborate with stakeholders across the institution by managing program registrations, facilitating bookings, and managing internal guide resources
• Maintain a thorough understanding of various Estate logistics, programs, pricing, and content to create the best experience for each guest and group and to clarify and improve website information
• Perform other Guest Services duties when necessary, including, the opportunity to represent Mount Vernon at networking events

Qualifications:

• Previous experience in processing group reservations, or a call center environment
• Bachelor's degree preferred, or relevant experience
• Advanced proficiency in customer service and a professional demeanor is necessary
• Strong communication skills, both written & verbal are required
• Must be responsible, flexible, punctual, and able to work well under pressure
• Ability to work creatively and effectively as a member of a team with multiple responsibilities is mandatory
• Proficiency in Microsoft Office is required and experience with ticketing or booking systems is preferred

Special Requirements:Must be able to work a flexible schedule to include holidays, weekends, and nights as programs and Estate hours require. How to Apply: Please be prepared to submit a cover letter and resume. Cover letters should specifically address qualifications and/or transferable skills related to the position qualifications and requirements. Division-Wide Principles: The Education and Guest Services team is composed of the Interpretation, Historic Trades, Guest Services, and Learning Departments. In sum total this group is comprised of more than 150 full- and part-time staff members who connect Mount Vernon's mission to a variety of audiences using onsite and offsite programming and physical and digital projects.

Exceed audience learning expectations and ensure a level of access in which everyone is welcome. Be friendly, respectful, engaging, and flexible. Always remember that this visit may be their first and only.

Encourage a meaningful appreciation of George Washington and the world in which he lived. Ensure that his legacies connect to the world our audiences live in today.

Engage yourself in the mission of the Mount Vernon Ladies' Association - take responsibility for your continued development and commit to collaboration. Care for your colleagues and be proud of what we accomplish together.

Benefits:

• Retirement plan with employer matching
• Meals and merchandise discounts
• Free parking
• Employee recognition at 5 years of service
• Annual employee events
• Health and dental insurance
• Life and disability insurance
• Paid leave
• Flexible spending account for medical care

Mount Vernon is dedicated to creating an inclusive environment for all employees. As an Equal Opportunity Employer, we are committed to building and retaining a team that represents a variety of skills, experiences and perspectives. All employment decisions are based on business needs, job requirements, performance, and qualifications without regard to race, religion or belief, national or ethnic origin, gender/sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital or domestic partnership status, veteran and military status, family or parental status, or any other status protected under federal, state, or local law. Mount Vernon will not tolerate discrimination or harassment based on any of these characteristics.