West Virginia Welcome Center Manager-WV Department of Tourism-Kanawha Co.

Nature of Work

• Manages all aspects of the Customer Service Representatives across seven statewide centers
• Oversees the WV Department of Tourism’s Brochure Distribution Program
• Ensures compliance and implementation of marketing and promotional materials and activities
• Directs employees and provides critical guidance for operations and emergency situations; addresses various conflicts with good discernment and judgment to ensure smooth day-to-day procedures while keeping their supervisor frequently informed
• Maintains a high level of consistency of communication and workflow processes across all seven centers
• Serves as the main point of contact and is responsible for handling and directing all internal and external communications
• Processes documents, reviews weekly and monthly reports, and compiles data
• Oversees various coordination efforts with the WV Division of Highways for building and maintenance and the WV Division of Rehabilitation for vending services
• Requires maintaining excellent electronic organization of files and documentation, including but not limited to personnel files, schedules, leave requests and incident reports
• Conducts employee performance appraisals; evaluates leave requests for approval and serves as the main timekeeper of all employees
• Maintains, coordinates, conducts and schedules all virtual and in-person meetings with employees
• Creates new processes and procedures for efficiencies; trains employees
• Monitors and plans shipments, supplies, and restocks; enters Goods & Services Requests following internal procedures
• Provides dedicated support to employees and excels in customer satisfaction
• Oversees the Department’s 1-800 Call WVA telephone number and all public travel information
• Evaluates technical needs and assists with technology-related logistics
• Attends Department conferences, activations and events
• Must maintain training, compliance and reconciliations as a Travel Card holder
• Serves on the Department's Safety Committee
• Additional duties as assigned
  
  

• Excellent skills in oral and written communication
• Ability to interpret and explain laws, rules and regulations
• Ability to maintain favorable working relationships with a wide variety of professionals internally and externally
• Ability to supervise employees, meet deadlines, assign duties, problem-solve, and assess performance
• Ability to maintain confidential and private information
• Excellent time management skills
• Knowledge of Google Workspace and Microsoft Office
• Ability to maintain continuity of services at all seven locations
• Ability to role model positive and effective professional leadership while working in a fast-paced environment
• Knowledge of customer service communication techniques with focus on results-driven customer satisfaction
• Interest in learning new systems
  
  

Minimum Qualifications

Training: Graduation with a Bachelor’s Degree from an accredited college or university. Preference may be given to candidates with a major in tourism and hospitality, psychology, social work, human resources, public or business administration, communications or a related field. Substitution: Additional qualifying experience as described may be substituted on a year-for-year basis for the required training.

Experience: Minimum of two years' experience in customer service in a high-volume environment, including receiving in-person, phone, and email requests and inquiries, and successfully handling conflict resolution. Preferred supervisory experience.

Preference will be given to those with a strong proficiency in Google Suite and Microsoft Office. The ideal candidate loves to travel, is receptive to direction and is highly efficient at seeing multiple tasks through to completion. Must be available for employee support outside of normal business hours, including weekends, holidays and evenings; flexible with their work schedule, adaptable, detail-oriented, tech-savvy and capable of succeeding in a fast-paced environment.