Department of Business and Economic Affairs

Information Center Attendant III

Labor Grade 13

$34,216.00 - $47,070.40

Position # 21689

The State of New Hampshire, Department of Business and Economic Affairs has a full-time vacancy for Information Center Attendant III at the Salem Welcome Center. The Center is open 8am -10p Sunday thru Saturday. Preference is given to applicants with a flexible schedule that includes week day and weekend availability.

SCOPE OF WORK: To represent the State of New Hampshire, Department of Resources and Economic Development, Division of Travel and Tourism Development (DTTD) in supporting the Welcome and Information Centers. To work independently as a lead staff member and provide guidance and mentoring in the provision of customer service and facility support. To supervise one or Welcome Information Centers depending on geographic area and operational needs.

ACCOUNTABILITIES:

Assists with supervising and mentoring subordinate Information Center Attendants I and II providing on-the-job training, and coordinating staffing and assignment of tasks and projects such as stocking brochures and materials, customer service, general maintenance, and organization of displays. Assists with preparation of work schedules and payroll with supervisory consultation.

Monitors staff and the public to ensure compliance with established rules and regulations; refers issues of safety concerns or unresolved customer grievances to designated next-level management for further investigation. Assumes responsibility for the Information Center operations in the absence of the supervisor.

Reviews and prepares reports that track visitor volume, incidents, issues, and supply and maintenance requests to ensure completeness, accuracy, and timeliness. Ensures that appropriate procedures are followed and informs superior of discrepancies or problems. Inspects center for brochure and supply inventories; orders these as needed.

Receives and responds to customer complaints and trains Information Center Attendants I and II on customer service improvement areas as needed. Evaluates and reviews center operations and makes recommendations for improvement.

Engages with other operational personnel and the public to answer any questions by connecting them to the available resource and providing personalized information about other services if needed.

Performs general interior and exterior grounds upkeep, including assisting staff in maintaining an inviting and clean appearance of the Welcome and Information Center.

Assist Division of Travel and Tourism marketing team by communicating and marketing the State’s campaign throughout the Welcome and Information Centers locations.

Actively maintains working knowledge of traveler information throughout the State by attending seminars and training as required.

Promotes the State’s communication and marketing campaigns with direction from the Division of Travel and Tourism Marketing team within the Welcome and Information Centers.

MINIMUM QUALIFICATION:

Education: Completion of two years of high school or equivalent. Experience: Three months or equivalent experience, retail, hospitality, customer service, or a related field. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: Any license/certification requirements necessary for performing job accountabilities must be specified on the supplemental job description and approved by the Division of Personnel prior to posting at the agency level.

SPECIAL REQUIREMENTS:

Must enjoy working with the public and meeting new people. Must also be a team player and possess great communication skills, as well as be able to maintain composure during stressful time s . Must become familiar with the agency initiatives and mission.

Must be able to physically stand for long periods of time, negotiate stairs and lift and carry up to 50 lbs.

Must have attained 18 th birthday on or before date of application.

Must be available to work various schedules as business needs require.

May be asked to fill in at other centers as business needs require.

RECOMMENDED WORK TRAITS : Knowledge of the materials, equipment, and methods commonly used in cleaning operations, grounds care as well as snow removal operations. Skill in providing customer service. Ability to carry out oral and written instructions, and provide instructions to others. Ability to communicate information and ideas clearly so others can understand. Ability to use ordinary tools. Ability to compile data and maintain records. Ability to establish and maintain effective working relationships with other employees and the general public. Must be willing to maintain appearance appropriate to the assigned duties and responsibilities as determined by the agency appointing authority

DISCLAIMER STATEMENT: The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

For further information please contact Carin LaValley, Supervisor 1, Carin.D.LaValley@livefree.nh.gov , (603) 271-0832

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits is based on the employee's union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

Value of State's share of Employee's Retirement: 14.53% of pay

Other Benefits:

o Dental Plan at minimal cost for employees and their families ($500-$1800 value)

o Flexible Spending healthcare and childcare reimbursement accounts

o State defined benefit retirement plan and Deferred Compensation 457(b) plan

o Work/life balance flexible schedules, paid holidays and generous leave plan

o $50,000 state-paid life insurance plus additional low cost group life insurance

o Incentive-based Wellness Program (ability to earn up to $500)

Want the specifics? Explore the Benefits of State Employment on our website:

EOE

TDD Access: Relay NH 1-800-735-2964