Tour and Visitor Experience Coordinator; Program Coordinator

Monday - Friday | 8AM - 5PM | ON-SITE
* Schedule includes partial weekend coverage and occasional holidays

NOTE:

A rapid recruitment process is expected to fill this position prior to Legislative Session. Candidates should be prepared to have interviews scheduled as early as the week following the posting period and a start date to quickly follow for the selected candidate. The hiring authority reserves the right to offer the position at any time after the required posting period, and during the recruitment process.

It is to the applicant's advantage to apply as early as possible. We invite you to check out our DES Jobs Page for similar roles that may interest you like our Civic Education Supervisor, Visitor Services Manager, and Visitor Services Program Assistant positions.

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

As a Tour and Visitor Experience Coordinator, you will play a key role in welcoming and engaging the public by delivering dynamic virtual tours and stepping in to conduct in-person civic tours when needed. You will staff the visitor services window, manage the lost and found program, and partner with the Visitor Experience Supervisor to ensure seamless daily operations. Additionally, you will serve as a vital point of contact for the building, promptly handling public inquiries, evaluating customer feedback, and escalating security or facility issues in a timely manner to maintain a safe, high-quality experience for all visitors.

• Provide welcoming, professional, and responsive customer service to visitors, legislators, state employees, and members of the public as the primary staff resource at the Visitor Services window.
• Deliver virtual civic tours as available and conduct in-person civic education tours or public tours to cover coverage gaps or absences.
• Exercise independent judgment to resolve unexpected visitor or tour situations, while identifying, reporting, and escalating recurring concerns or security issues.
• Assist with logistics, staging, coordination, scheduling, and customer support for public, civic, and VIP tours. Assists with routine tour content review and research.
• Manage the shared tour inbox and phone line by answering routine inquiries, referring customers, and assisting with reservation system bookings and maintenance.
• Proactively anticipate visitor and event needs, while maintaining and helping develop technology and resources used by visitors.
• Oversee the complete lifecycle of the Lost and Found program (intake, storage, reunification, and disposition) in compliance with state regulations (RCW 63.21) and internal policies.
• Supports Visitor Services program by ordering shared office supplies, backing up the Events Coordinator and assisting with building operations as needed.
• Acts as a DES representative for enforcing DES rules and policies, explains rules to event attendees, employees and visitors, resolving conflicts or escalating safety and rule violations to security and supervisors as needed.
• Collaborate with Capitol Security, DES Buildings & Grounds, and key stakeholders to manage public spaces and address building issues.
• Other duties as needed.

• Two (2) years of progressive experience in any combination of the following options:
  • Community, youth and public engagement.
  • Knowledge of civics, the legislative process and/or Washington State history.
  • Customer Service.
  • Leading tours or presenting information to an audience.
• NOTE:
  
  Education in Public Administration, Social Sciences, Communications or related field may be considered for experience, on a year-for-year basis.

• Take action to learn and grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve,…