Customer Service and Visitor Support Specialist

Seneca Federal Health, LLC (SFH) provides solutions to federal health agencies that enable better health outcomes to those our federal customers serve. SFH is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is Seneca Holdings' federal government contracting business that meets mission-critical needs of federal civilian, defense, and intelligence community customers. Our portfolio comprises multiple subsidiaries that participate in the Small Business Administration 8(a) program. To learn more about SNG, visit the website and follow us on LinkedIn .

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Seneca Federal Health is looking to hire a Customer Service and Visitor Support Specialist to support our government client in Silver Spring, MD. This position provides critical support to the Defense Health Agency (DHA) at the National Museum of Health and Medicine (NMHM).

This position provides assistance and information to the NMHM visitors and contributes to maintaining a clean, organized and safe workspace.

Responsibilities include but are not limited to:

• Responsible for opening and closing the museum, staffing the reception desk, providing customer service to visitors. Monitoring museum appearance and supporting other museum departments as requested .
• Monitoring the Museum appearance and helps to maintain a clean, organized and safe workplace, ensuring the use of required PPE at all times adhering to laws, regulations, and policy governing accountability and proper use of government equipment and resources.
• Solicits information from visitors about their awareness of the museum; records information on the daily tally sheet, and encourage visitors to leave feedback in the (digital) guest book.
• Provides, in a friendly manner, accurate information about the Museum to visitors.
• Outlines Museum activities and provides orientation and directional information about the galleries.
• Initiates film and other visitor activated services including setting up program spaces as needed.
• Answers the NMHM's central telephone lines promptly, answers inquiries courteously, and directs callers to appropriate staff offices and individuals as needed.
• Informs visitors with children of age-appropriate activities within Museum.
• Provides a basic introduction to the museum, exhibits, and collections.
• Directs inquiries to appropriate staff or volunteers.
• Provides basic first aid and emergency response to visitors and staff to include an AED, if trained.
• Provides tour program/special event support.
• Provides subject matter expertise to all areas of museum mission, when requested .
• Attends virtual and in-person training and professional development, as directed by supervisor.
• Prepares demonstrations and docent materials in advance of planned/scheduled guided tours.
• Provide impromptu, guided demonstrations of approved materials
• Assists docents and staff as needed in their efforts to conduct educational activities within the galleries and auditorium.
• Sets up program spaces with chairs, tables, and other materials, as requested .
• Fills in as desk monitors and entry control at bldg. 178 main entrance or at multipurpose room entrance, as requested .
• Performs light cleaning of exhibit cases and other exhibit display elements and high-touch surfaces; informs requisite offices of other cleaning requirements.
• Visually inspects ALL objects on display twice a day and reports anomalies in writing via email to their supervisor.
• Monitors visitor experience by performing bi-hourly rounds, troubleshooting computers/interactives, and handling minor problems on gallery floor.
• Complies with appropriate physical security measures for the museum and its visitors.
• Attends regular meetings, or attends other meetings as needed or directed, and performs other tasks as assigned.
• Individuals will work on weekends and holidays, as well as morning and evening events (Subject to overtime requirements).

Requirements

• One year of experience in visitor and customer support.
• Knowledge of computers/word processing programs, demonstrably excellent customer service skills, and excellent, demonstrable oral and written communication skills.
• Must be able to work weekends, evenings, and holidays and support light facility maintenance.

Desired Qualifications

• Bachelors degree
• Knowledge of the operation of basic audio/visual technologies, such as public address systems, projectors and projection screens, TV monitors and playback devices.

Equal Opportunity Statement:
Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.