Visitor Center Lead Customer Service Representative (temporary)

Nature of Work The Lead Customer Service Representative is primarily responsible for providing excellent customer service to visitors and employees of the Town of Nederland's Visitor Center. The Customer Service Representative performs a variety of administrative and clerical support functions and independently conducts sales to support the Visitor Center. The position greets, assists, and provides information to the public in person and over the phone. In addition to performing all duties of a Customer Service Representative, the Lead role supports daily operations by assisting with staff scheduling, restocking, and helping to monitor inventory levels. The Lead may also assist with the coordination of visitor metrics and acts as a resource for other Visitor Center staff. This temporary position is expected to work approximately 25 hours per week through October 31st with a tentative start date of early June. Supervision Received Works under the direct supervision of the Town Manager and Town Treasurer. Supervision Exercised No supervisory responsibilities or control exercised. The Customer Service Representative may provide guidance or assistance to other Visitor Center Staff but does not have disciplinary or performance management authority. Essential Duties The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive: Provides excellent customer service by greeting the public both in person and on the phone in a friendly and cheerful manner, directing the public to proper authorities or Town departments as needed, responding to public inquiries, and disseminating information to the public. Independently conducts the sale of merchandise, including greeting customers, answering questions, suggesting items, offering opinions, providing product information, and processing payments. Helps stock, store, and display merchandise. Tracks daily visitors and encourages use of visitor log. Assists with creating staff schedules and helping to fill coverage gaps when needed. Works with supervisor to ensure adequate staffing for operations. Monitors inventory levels and collaborates on the selection and restocking of inventory for manager approval. May be requested to coordinate with vendors, including ordering merchandise and following up on orders. May assist with weekly bank deposits or end-of-day financial processes under the direction from the Treasurer. Supports onboarding and peer training for new Customer Service Representatives. May assist with orientation and serve as a point of contact for questions during training. Helps create and maintain a supply of information handouts, such as trail maps, local business information, and event information. May contribute to social media posts and other marketing materials, such as sharing updates about new merchandise, events, or seasonal offerings. Assists with compiling monthly visitor data and trends for internal reporting. Maintains a clean, tidy, and appealing Visitor Center. Other Duties Ability to mentor new employees and support a positive, team-oriented workplace culture. Ability to coordinate with peers and assist in schedule planning and daily shift management. Familiarity with using social media platforms for informational updates is preferred. Performs related work and projects as assigned and may be involved in special projects which are unrelated to primary and essential job functions. Utilizes good time management skills to complete tasks efficiently and on time. Continues educational requirements as necessary to remain technically skilled and cognizant of current methods and procedures. Performs work assignments in a safe manner and encourages others to use safe work practices. Maintains a work environment conducive to safe work practices and standards. Reports any accidents, unsafe conditions, or concerns to management. Knowledge, Skills, and Abilities Knowledge of the attractions and services available in the Nederland area to visitors; acts as a liaison between these entities and the visitor while maintaining a personal commitment to excellence, professionalism, and creativity. Knowledge of retail operations with basic money handling, payment/point of sale software systems, and math skills for sales operations. Knowledge of computer software applications including Microsoft Office, Adobe Acrobat, and other networked computer functions, including internet, e-mail, and social media sites. Knowledge of and experience in the use of spreadsheets, databases, and word processing to track internal information. Knowledge of record keeping, as well as professional, contemporary office and retail practices and equipment. Ability to be service-oriented and able to resolve public questions or concerns in a timely manner. Ability to use suggestive sales techniques and market Town merchandise and attractions to visitors. Ability to produce quality and detailed work despite frequent interruptions. Ability to maintain confidentiality and handles matters of a sensitive nature. Ability to be reliable, trustworthy, and able to follow verbal and written instructions. Ability to interact with the public while demonstrating professionalism, excellent communication, interpersonal skills, and independent judgment. Ability to perform a variety of administrative, clerical, and data entry functions with strong organizational and technical skills. Ability to be reliable and consistently follow verbal and written instructions and to help others do the same Ability to communicate clearly both verbally and in writing. Ability to work a flexible schedule is required, including work on weekends. Education, Experience, and Formal Training Required Minimum Qualifications High School Diploma or equivalent. Knowledge of Nederland and surrounding areas.

Preferred Qualifications :

Preference will be given to candidates with customer service experience and/or a dedicated customer service orientation.

Work Environment Standing and Walking:

Must be able to stand and walk for extended periods (typically up to 6-8 hours per shift), including moving throughout the Visitor Center and exhibits.

Lifting and Carrying:

Ability to lift, carry, and move merchandise or materials up to 25-40 pounds, such as boxes of brochures, inventory, or restocking supplies.

Reaching and Bending:

Frequent reaching above shoulder height, bending, stooping, and crouching, particularly when handling products, arranging displays, or cleaning.

Manual Dexterity:

Use of hands and fingers to handle merchandise, operate a cash register, and perform light cleaning or stocking tasks.

Visual Acuity:

Must have the visual ability to read labels, scan items, interact with computer screens, POS systems, and printed materials.

Hearing and Communication:

Adequate hearing to engage visitors, answer questions, and use a telephone or radio; must be able to speak clearly and professionally.

Mobility:

Ability to safely navigate indoor and outdoor areas of the Visitor Center, which may include uneven surfaces or stairs. Pay & Benefits This is a part-time, temporary position working approximately 25 hours per week through October 31st, starting at $16.50 - $23 per hour, depending on experience For every 30 hours worked, 1 hour of Paid Time Off is accumulated. Because this position is temporary, this position is non-benefitted. This job description is not intended to be an exhaustive list. All duties and descriptions listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. This position description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the organization and requirements of the position change. The Town of Nederland does not discriminate on the basis of race (including traits historically associated with race, such as hair texture and length, protective hairstyles), color, religion, national origin, military or veteran status, sex, age 40 and over, disability, sexual orientation, gender identity, gender expression, marital status, genetic information, or any other status protected by law or regulation. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions.

Job Types:

Part-time, Temporary Pay:

$16.50 - $23.00 per hour

Benefits:

Employee assistance program Paid time off

Work Location:

In person