Reservations and Call Center Coordinator

Background:

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 state. 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/ week

Essential 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.

Benefits:

• 403(b) Retirement plan with employer matching
• Employee recognition at 5 years of service
• Monthly employee events
• Employee referral program
• On-site Library
• Discount on Public Event Tickets
• Discount in the Mount Vernon Shops
• Discount at the Mount Vernon Inn and Food Court Pavilion
• Free Parking
• Health, Vision, and Dental insurance
• Short Term Disability, Long Term Disability, and Life Insurance
• Paid leave for Sick Time, Vacation and Holidays
• Flexible spending account for medical care