Customer Service Representative

The Thomas Jefferson Foundation, Inc., which stewards Monticello in Charlottesville, seeks a full-time Customer Service Representative. In this public-facing role, you will warmly welcome visitors, answer questions about tours, tickets, and programs, and provide accurate information that supports inclusive, historically grounded storytelling. Responsibilities include handling phone, email, and in-person inquiries, resolving guest issues, processing payments, and coordinating with museum, education, and operations staff to ensure an excellent visitor experience in a mission-driven setting.

Responsibilities

• Greet and assist visitors at Monticello in a courteous, professional manner.
• Respond to visitor inquiries by phone, email, and in person regarding tickets, tours, and programs.
• Process admissions, tickets, and purchases accurately using POS/ticketing systems.
• Resolve visitor concerns and escalate complex issues as needed.
• Provide clear, accurate information that supports inclusive, historically grounded storytelling.
• Coordinate with museum, education, and operations staff to support daily visitor flow.
• Maintain accurate records of transactions and visitor interactions.
• Follow all cash handling, security, and safety procedures.
• Support special events and programs as assigned.
• Uphold the Foundation's mission, values, and standards of public engagement.

Required Skills

• Customer service software (POS/ticketing)
• Cash handling and payment processing
• Call center or phone system operation
• Email and online inquiry management
• Basic data entry and recordkeeping
• Conflict resolution and de-escalation
• Professional verbal communication
• Professional written communication
• Time management and multitasking
• Basic knowledge of museum/visitor services