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Customer Service Representative 2

Posting Begin Date: 2024/07/08
Posting End Date: 2024/07/28
Category: Customer Service
Work Type: Full Time
Location: Boise, ID, United States
Minimum Salary: 17.74
Maximum Salary: 19.83
Pay Rate Type: Hourly

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Description



The Idaho State Historical Society has an opening for a full time Visitor Services Representative 2 position at the Old Idaho Penitentiary 


Applications will be accepted through 4:59 PM MST on the posting end date. 

The Visitor Services Representative 2 position is responsible for providing customer service for the Old Idaho Penitentiary visitor services operations including the Souvenir Confinement gift shop and serving as the lead Visitor Services Representative at the admission desk. This position is a Sunday-Thursday Visitor Services position responsible for the management of all Visitor Services operations and staff in the absence of the Visitor Services Coordinator. This includes supervision of part time staff during assigned times. 

Responsibilities

Visitor Services 

  • Provide quality customer service to all visitors to the Old Idaho Penitentiary
  • Sunday through Thursday supervision of all Visitor Services operations and staff in the absence of the Visitor Services Coordinator
  • In partnership with Visitor Services Coordinator, responsible for handling all customer service and escalated visitor issues.
  • Responsible for opening and closing procedures Sunday-Thursday. 
  • Along with other Visitor Services staff, perform light maintenance tasks and daily routine cleaning of public areas and exhibit spaces.
  • Assist with operation of a point-of-sale system to conduct sales, control inventory and produce reports.
  • Responsible for processing daily deposits and training new staff on proper procedures for financials.
  • Provide support for Visitor Services Coordinator in merchandizing Souvenir Confinement gift shop.
  • Contribute to the overall success of Souvenir Confinement sales through suggestive selling and Agency-wide membership sales. 
  • Develop strategies to promote the Agency Membership Program and train visitor services staff to effectively engage with potential members. 

Office Support  

  • Perform a variety of office support functions including answering phones and taking messages, printing and stocking rack cards and event posters, and printing and stickering gift shop items. 
  • Support Education Department with scheduling and serving as a tour guide for field trips, and research and writing tasks as assigned. 
  • Support Events and Rentals department with visitor services tasks as assigned. 
  • Manage inventory of office and visitor supplies for all Old Idaho Penitentiary program areas and event rental spaces. 

 Other Responsibilities 

  • Provide support to agency public programs and outreach efforts as assigned.

  • Some amount of weekend and evening time spent in Old Idaho Penitentiary programming events and workshops. 

  • Perform other duties as assigned. 

Minimum Qualifications

Some knowledge of:

Interviewing methods- Typically gained by at least six months work experience interviewing others or through successful completion of a college course or equivalent training specific to effective interviewing methods/practices.

 Experience:

Interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments- Typically gained through at least six (6) months of work experience where you are responsible for reviewing documents or actions for compliance and/or by explaining to others how laws, regulations or policies apply to specific situations. Experience implementing policies and procedures through public interactions would qualify.

Accessing data using a computerized system- Typically gained by at least six (6) months of work experience where using a computerized records system was part of your primary job duties, including an all-inclusive point of sales system with; OR you have successfully completed college-level coursework/training related to accessing data using a computerized system.

Independently handling complaints and upset individuals in a business setting- Typically gained by at least six (6) months experience handling complaints or upset individuals in a business setting. Experience in a retail environment would qualify.

 Conducting sensitive fact-finding interviews- Typically gained by at least 6 months of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature, or at least 6 months conducting research using primary sources for public programs.

 Accessing data using a computerized system-Typically gained by at least six (6) months of work experience where using a computerized records system was part of your primary job duties, including an all-inclusive point of sales system with; OR you have successfully completed college-level coursework/training related to accessing data using a computerized system.

Benefits

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*

EEO/ADA/Veteran

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email [email protected].

Preference may be given to veterans who qualify under state and federal laws and regulations.

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