Fbi Historical Sme / Visitor Services Representative /Top Secret

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Salary range: $60.000 to $70,000

Location: FBI Headquarters, Washington D.C.

Duration: Long term

JOB TITLE: FBI Historical SME / VISITOR SERVICES REPRESENTATIVE

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 full-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:

• Operate all associated IT equipment related to responsible tasks
• 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
• 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
• Stand / walk for long periods throughout the workday
• Assist The FBI Experience by providing VSR services Monday through Friday, during regular business core hours: 8:00 a.m. – 5:00 p.m.

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.
• Prepare and update visitor requests and material if needed.
• Escort personnel in various environments such as on construction sites, in office space, or on tours.
• 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.
• Post at designated locations within a gallery daily for a scheduled duration as visitors embark on a self-guided tour.
• Operate all associated IT equipment related to responsible tasks.
• 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.
• Assist The FBI Experience by providing VSR services Monday through Friday, during regular business core hours.
• Remain composed under pressure, including when challenged about current events or topics.
• 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.
• Prepare documents for The FBI Experience related to special events or other events if needed.
• 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.
• Maintain exhibit space in a presentable manner.
• Report suspicious activities to designated FBI officials.
• Collaborate and assist with coordination of tours (large groups, student trips, and VIPs) by communicating with FBI Experience Operations Manager.
• 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.
• 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.
• Escort visitors for all FBI Experience business including large groups of up to 40 – 50 individuals, adjusting to changes in visitor volume as necessary.
• 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.
• 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.
• Undergo continuing training sessions and learn from the Tour Operations Manager, Historian, and Curator, while potentially also shadowing under other VSRs.
• Take attendance and gather visitors at the FBI Visitor Center, ensuring that all guests have arrived at their designated timeslot for their tour.
• Proactively steer the self-guided visitors as they walk through The FBI Experience, aiding when needed.
• On low volume days, assist with other FBI Experience duties.
• 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.
• Use electronic systems and calendars, such as CRM software, Microsoft (MS) Outlook and SharePoint to navigate tour schedules.

Education:

• High School Graduate

Qualifications/Certifications:

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

Physical Demands and Work Environment:

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

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 #ce