Civic Tours & Visitor Experience Lead (On-Site)

State of Washington; Olympia (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

The Department of Enterprise Services is seeking a Tour and Visitor Experience Coordinator to welcome the public, deliver virtual and in-person tours, and ensure a high-quality visitor experience at the DES facility.

You will staff the Visitor Services window, manage the Lost and Found, handle inquiries, and collaborate with security and facilities to maintain safety and efficiency in daily operations.

Qualifications

• Two years of progressive experience in community, youth and public engagement.
• Knowledge of civics, the legislative process and/or Washington State history.
• Customer service experience.
• Leading tours or presenting information to an audience.
• Education in Public Administration, Social Sciences, Communications or related field may be considered for experience.

Responsibilities

• Provide welcoming, professional, and responsive customer service at the Visitor Services window.
• Deliver virtual civic tours and conduct in-person civic education or public tours to cover gaps.
• Resolve unexpected visitor or tour situations with independent judgment and escalate issues as needed.
• Assist with logistics, scheduling, and bookings for tours and events.
• Manage shared tour inbox and phone line, handle inquiries and reservations.
• Develop and maintain visitor-facing technology and resources.
• Oversee the Lost and Found lifecycle in line with RCW 63.21 and internal policies.
• Support Visitor Services by ordering supplies and backing up Events Coordinator.
• Enforce DES rules, explain policies, and escalate safety concerns appropriately.
• Collaborate with Capitol Security and facilities teams to address building issues.
• Perform other duties as needed.

Skills

Public engagement

Customer service

Tour leading

Civics knowledge

Job description

The Department of Enterprise Services is seeking a Tour and Visitor Experience Coordinator to welcome the public, deliver virtual and in-person tours, and ensure a high-quality visitor experience at the DES facility.

You will staff the Visitor Services window, manage the Lost and Found, handle inquiries, and collaborate with security and facilities to maintain safety and efficiency in daily operations.