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JOB DESCRIPTION

JOB TITLE: Visitor Experience Ambassador

DEPARTMENT: Visitor Services

DATE: July 1, 2025

FUNCTION:

This part-time position is responsible for directly serving visitors by providing courteous service and accurate information on tourism in the Charleston area in-person, by phone, and electronically.

STATUS: Part-Time, Regular / non-exempt

SPECIFIC REQUIREMENTS:

1. Excellent oral communication and grammar/spelling skills.
2. Excellent customer service skills.
3. Knowledge of computer systems and the Internet.
4. Ability to operate cash register/data processing equipment.
5. Knowledge of the Charleston area attractions and events.
6. Must be able to work at least 3 shifts (15 hours weekly) and at least two weekends per month.

SPECIFIC DUTIES:

1. Serve visitors to all area visitor centers in a cordial, outgoing, professional manner
2. Serve visitors as needed in The Best Friend Charleston Train Museum (23 Ann Street, Downtown Charleston) in a cordial, outgoing, professional manner
3. Serve visitors as needed in the Marketplace and Coffeebar
4. Answer in-bound calls received from prospective visitors requesting information about the Charleston area in a courteous, professional manner
5. Assist visitors electronically via live chat at ExploreCharleston.com and Facebook Messenger in a courteous, professional manner
6. Be fully knowledgeable about points of interest and special events in the Charleston area
7. Keep the visit planning area clean and orderly
8. Visit area tours and attractions to remain current on visitor services and interests
9. Be responsible and accurate with ticket/publication sales as well as all counter duties.
10. Supervisory staff may be responsible for opening and closing as well as being familiar with all operating procedures.
11. Submit requests for visitor information using Simpleview CRM
12. Record partner referrals using Simpleview CRM
13. Assist with proofreading various Explore Charleston websites for errors as assigned
14. Submit event suggestions each week to be considered for inclusion in the Explore Charleston SOE

Assist with Explore Charleston Front Desk operations, including:

1. Direct callers to appropriate staff members
2. Assist visitors to Explore Charleston Executive Office seeking to receive a bulk quantity of Visitors Guides and Maps and record any items distributed via Simpleview CRM
3. Check in guests upon their arrival via electronic sign-in sheet in Google Drive, providing them with an Explore Charleston Guest Sticker, and notifying appropriate staff of their guest's arrival
4. Check in vendors arriving to provide a service via electronic sign-in sheet in Google Drive, providing them with an Explore Charleston Guest Sticker (i.e., Johnson Controls, Capitol Coffee, et. al.)
5. Accept and record deliveries via Explore Charleston Front Desk Delivery Notebook received from service providers such as: FedEx, UPS, USPS, Amazon, Nelson Printing, et. al.
6. Record check payments received in the Explore Charleston Daily Check Log as needed

TO ENSURE ORDERLY OPERATION:

1. Provide backup to the Explore Charleston Front Desk as assigned.

2. Provide backup to the Explore Charleston Visitor Center as assigned.

3. Handle other support services as assigned.

ESSENTIAL & NON-ESSENTIAL REQUIREMENTS (In compliance with the ADA):

Essential Functions:

1. Good command of the English language, including comprehension, verbal, and written
2. communication skills
3. Good interpersonal skills
4. Ability to operate office equipment and learn software programs such as Windows,
5. database
6. Ability to operate cash register/data processing equipment
7. Ability to perform mathematical calculations accurately
8. Ability to grip/grasp various tools and equipment used in the office area
9. Good eyesight and hearing which may be corrected with an aid if necessary
10. Ability to rotate body in standing or sitting positions
11. Access to reliable transportation
12. Must be able to attend monthly staff meetings, typically held after standard work hour

Non-essential Functions:

Ability to stretch and reach in various directions while in a kneeling, standing, sitting or crouching position.

Able to lift a maximum of 50 pounds.

IMMEDIATE SUPERVISOR: Assistant Directors of Visitor Services