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Hourly rate - $28 to $33 per hour

Location: FBI Headquarters, Washington D.C. (FBI Experience)

Duration: Long term

JOB TITLE: FBI Historical SME / VISITOR SERVICES REPRESENTATIVE - PART TIME

SUMMARY: The FBI Experience VSR will provide support services to assist with the development and operations of 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.

We are looking to hire PART-TIME Visitor Services Representatives personnel to provide support services to assist with the development and operations of 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.

Visitor Services Representatives should:

• Assist The FBI Experience by providing VSR services .
• 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

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.

Tasks:

• 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 tour. Such 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 FBI Experience duties.

Education:

• High School Graduate

Qualifications/Certifications:

• Active TS Clearance
• Minimum of 1 year of experience and demonstrated strong skills in public speaking and verbal communication
• Knowledge of office management systems and procedures
• Excellent time management skills and ability to multi-task and prioritize work

Physical Demands and Work Environment:

• Continually required to stand.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually low.
• Specific vision abilities required by this job include: Close vision and the ability to adjust focus.

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.