Welcome Center Lead Customer Service Representative


The West Virginia Department of Tourism is seeking a Lead Customer Service Representative for the West Virginia Welcome Center on Interstate 64 Eastbound in Huntington. 

   Promote West Virginia as a premier tourist destination. 

  • Greet traveling public, assist in the creation of travel itineraries, provide lodging information, driving directions/mileage, emergency situations (personal and mechanical) while in person, through email or over the phone.
  • Serve in a lead capacity, maintain and submit personnel information, manage attendance and schedules, complete pertinent forms and meet deadlines. 
  • Plan, assign, and review the work of others and train employees in work procedures.
  • Organize efficiently to retrieve information quickly and multi-task in a timely manner. 
  • Maintain a high level of professionalism, information security and confidentiality.
  • Implement policies and guidelines.  
  • Oversee inventory of printed materials/brochures, monthly and weekly reports, including, but not limited to, defining visitor counts and inventory. 
  • Communicate effectively, assist and provide information to the public, service employees and vending companies located at the Center. 
  • Attend training, conferences, meetings, and events as required. 
  • Must have the ability to retrieve information electronically and be proficient in Google Workspace. 
  • Possess technical skills necessary to perform research on various tourism-related attractions and destinations and provide recommendations to visitors.  
  • Position requires the ability to maintain a positive, empathetic and professional attitude towards customers at all times. 
  • Position requires lifting boxes of bulk literature that could weigh up to 50 lbs, and standing for periods of time while stocking and/or assisting visitors.

The successful candidate will have a minimum of at least four years full-time or part-time equivalent paid professional experience in customer service or professional experience in marketing a service/product that involves direct customer interaction and preferred two years full-time or part-time equivalent paid supervisory or project lead experience. Candidate must successfully complete a technical processing and computer skills assessment. A high school diploma or the equivalent is required. 

The exempt position will report to the Director of Visitor Services. The job is located at the Interstate 64 Eastbound West Virginia Welcome Center in Huntington. A minimum of 40 hours per week is required and must be available to work weekends and holidays. Competitive pay and benefits. Some travel required. 

Please email a resume to Perri Bone – Perri.K.Bone@wv.gov. Cover letters may be addressed to Tourism Secretary, Chelsea Ruby.