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Director of Visitor Services

Posted 5/23/2019

The West Virginia Tourism Office is seeking a Director of Visitor Services to oversee all visitor service operations, including a tourist information call center, fulfillment operations, and eight welcome centers around the state. This is a senior leadership position with the Tourism Office and requires combining marketing and customer service tactics to create and implement strategies for improving visitor experiences.

Sample duties include:

  • Oversee visitor experience efforts to coordinate with state promotions
  • Maintain current knowledge of tourism industry trends and recommend new approaches and technology to deliver customer service,
  • Hire and manage call center, fulfillment center and welcome center staff.
  • Work with staff to turn traditional phone calls, mailings and visits into marketing opportunities
  • Develop and implement plans for brand activations and industry engagement at welcome centers
  • Oversee the call center responsible for answering calls to 800-CALL-WVA and develop strategies for marketing to callers
  • Oversee the implementation of online chat software to interact with consumers visiting wvtourism.com
  • Create hospitality training programs that can be utilized both internally and externally
  • Work with industry & tour groups to plan trips and facilitate group sales
  • Coordinate staffing of event booths and trade show participation
  • Manage distribution of promotional items to visitors and groups
  • Oversee brochure approval and distribution process
  • Oversee travel guide and other printed material fulfillment efforts
  • Communicate with and visit Welcome Centers routinely to ensure a quality visitor experience that is in line with state-level brand advertising
  • Compile reports from welcome centers, call centers, and fulfillment center to gain insight into industry trends in the state
  • Monitor call center reporting for opportunities to improve customer outreach

The successful candidate will have experience working with the tourism industry in West Virginia as well as an energetic and sympathetic approach to customer service. Experience in a customer service role is preferred. A bachelor’s degree or equivalent in marketing, communications, business, or a related field is required.

This position will report to the Tourism Commissioner and Deputy Commissioner and work with the Director of Public Relations and Brand Marketing, Director of Partner Program, and Director of Administration to implement strategies developed by those teams. The job is located at the State Capitol in Charleston and works full-time, regular business hours. Competitive pay and benefits. Some travel required.

Intern

Posted 5/14/2019 — Now accepting candidates for fall and winter 2019-20. Our summer 2019 internship opportunity is closed. 

The West Virginia Tourism Office is seeking an intern to work with the Tourism Office staff to assist with the implementation of marketing and visitor services strategies. Sample duties include:

  • Assist with marketing and public relations efforts
  • Help with visitor inquiries and trip planning
  • Fulfill requests for collateral materials
  • Occasionally staff events, fairs, and festivals
  • Other special projects as assigned

The successful candidate will have a minimum of two years’ experience working in or studying marketing, communications, business, or a related field as well as possess customer service experience.  Candidate must be knowledgeable about West Virginia.  The position is located at the Capitol Complex in Charleston. Some travel may be required. Interns are paid an hourly wage.

To apply, email a resume and cover letter to Kara Gillenwater, Administrative Assistant, at [email protected] Cover letters may be addressed to Commissioner Chelsea Ruby.

Accounting Assistant

Charleston, WV

The West Virginia Tourism Office is seeking an Accounting Assistant to provide general support to the Director of Administration. Sample duties include:

  • Process employee travel reimbursements
  • Manage fleet vehicle and related expenses
  • Help maintain record of fixed assets and technology equipment
  • Reconcile state purchasing card statements for payment
  • Work with Director of Administration to process grant reimbursements
  • Support Director of Administration with accounting work as needed
  • Complete other basic administrative tasks ask needed

The successful candidate will a bachelor’s degree or equivalent in accounting or a related field. Experience with wvOASIS is preferred.

This position will report to the Director of Administration and work with other members of the Administration team. The job is located at the capitol in Charleston and works full-time, regular business hours. Competitive pay and benefits. Some travel required.

To apply, email a resume and cover letter to Kara Gillenwater, Administrative Assistant, at [email protected] Cover letters may be addressed to Commissioner Chelsea Ruby.

Welcome Center Lead Customer Service Representative

Inwood, WV

The West Virginia Tourism Office is seeking a Lead Customer Service Representative for the West Virginia Welcome Centers on Interstate 81 northbound in Falling Waters.  This position is exempt from the State Division of Personnel’s Classified Service. Samples of duties include:

  • Promote West Virginia as a premier tourist destination.
  • Supervise and work as a team member with other customer service representatives in staffing welcome center.
  • Greet travelling public, assist in the creation of travel itineraries, lodging accommodations, driving directions/mileage, emergency situations (personal and mechanical), etc.
  • Oversee and coordinate inventory of printed material/brochures. Assemble information for reorder and removing material that is obsolete. Ensure brochure racks are adequately stocked.
  • Prepare monthly reports defining visitor counts, inventory, hotel reservations made and collect visitor demographic information through surveys.
  • Assist and provide information to service employees and vending companies located at the Center.
  • Attend training, conferences and meetings as required.
  • Must have the ability to retrieve information electronically in performing research on various tourism related attractions and destinations.
  • Position requires the ability to maintain a positive, empathetic and professional attitude toward customers at all times.

At least six months full-time experience in customer service or experience in marketing a service/product that involves direct customer interaction is desirable.  A high school diploma or the equivalent is required. Competitive pay and benefits.  Some travel may be required.

Please email resumes to Tom McClure at [email protected]

Welcome Center Customer Service Representatives

Morgantown and Hazelton Welcome Centers

The West Virginia Tourism Office is seeking Customer Service Representatives for several West Virginia Welcome Centers.  These positions are exempt from the State Division of Personnel’s Classified Service. Samples of duties include:

  • Promote West Virginia as a premier tourist destination.
  • Greet travelling public, assist in the creation of travel itineraries, lodging accommodations, driving directions/mileage, emergency situations (personal and mechanical), etc.
  • Assist with inventory of printed material/brochures.
  • Assist with monthly reports defining visitor counts, inventory, hotel reservations made and collect visitor demographic information through surveys.
  • Assist and provide information to service employees and vending companies located at the Center.
  • Attend training, conferences and meetings as required.
  • Must have the ability to retrieve information electronically in performing research on various tourism related attractions and destinations.
  • Position requires the ability to maintain a positive, empathetic and professional attitude toward customers at all times.

At least six months full-time experience in customer service or experience in marketing a service/product that involves direct customer interaction is desirable.  A high school diploma or the equivalent is required. Competitive pay and benefits.  Some travel may be required. Must be available to work weekends.

Please email resumes to Tom McClure at [email protected]