EAU CLAIRE AREA CONVENTION & VISITORS BUREAU

(VISIT EAU CLAIRE)

JOB TITLE: Visitor Information Specialist-Servicing and Administration

JOB TYPE:Part-Time

HOURS:20-28 Hours

SCHEDULE:Varies, based on events – typically Monday-Friday, with some weekend work

PAY STATUS:Hourly - Non-Exempt from Overtime

REPORTS TO:Director of Operations

WORKS WITH:All staff at the direction of the Executive Director

OVERVIEW: The Visitor Information Specialist is responsible for the successful implementation and oversight of visitor information and customer service. Additionally, the Visitor Information Specialist is responsible for providing support to the Visit Eau Claire staff to ensure the collective goals of the bureau are met.

MEASURES OF SUCCESS: (quantifiable areas of performance evaluation)

  • Exceptional customer service
  • Cross-departmental service and cooperation
  • Achievement of stated monthly goals
  • Commitment to VEC core values

SPECIFIC DUTIES:

Administrative Support:

  • Opening and closingthe Visit Eau Claire office daily
  • Coordination of mail processing with Director of Finance and Administration
  • Ensure kitchen supply inventory and maintenance is up-to-date weekly
  • Prepare and manage meeting set-up for all Visit Eau Claire meetings
  • Maintain visitor guide inventory for Visit Eau Claire
  • Update Simpleview information
  • Provide Meetingmax support
  • Provide administrative assistant support to the Director of Finance and Administration
  • Assist with all aspects of filing each week

Servicing

  • Ensure service-oriented greetings and follow through with individuals calling, emailing, walking in, social media message, or inquiring online for information about the Eau Claire area
  • Ensure daily coverage of live chat from Visit Eau Claire Website
  • Ensure daily coverage of emails
  • Utilize CRM to record visitor inquiries
  • Prep servicing materials
  • Inventory of servicing materials

Services Support

  • Conduct web-based and phone-based research on potential partnership
  • Record-keeping of all aspects of partnership communication
  • Manage CRM database resulting from research and partner communication
  • Capture and summarize research results for presentation to Manager and others, as appropriate
  • Provide accurate and complete partner information to Visit Eau Claire staff as needed

Marketing Support:

Data Entry

  • Track media coverage value of press releases issued
  • Provide tracking data regarding individual business and event media coverage area***
  • Enter email data following events
  • Upload photos to photography library and social media following events

Calendar of Events

  • Update and input all calendar of events including but not limited to the following websites:
  • Visit Eau Claire
  • Travel Wisconsin
  • Discover Wisconsin
  • Escape to Wisconsin (WACVB)
  • Other sites as appropriate and assigned

Reputation/Brand Management:

  • Review and refer social media comments
  • Work to highlight positive comments
  • Website Management

ADMINISTRATIVE DUTIES:

  • Meet or exceed agreed upon objectives and goals for the Visitor Information Specialist
  • Learn and utilize the VEC Customer Relationship Management (CRM) system, SimpleView, keeping up to date within the file trace system.
  • Update CRM address book on regular basis
  • Learn and utilize all VEC software to generate all correspondence, including but not limited to, sales letters, memos and bid packets.
  • Maintain a cohesive working relationship with all other VEC personnel to ensure a unified and effective promotional effort.
  • Other responsibilities, as delegated by the Director of Operations.

JOB REQUIREMENTS:

  • A personal commitment to excellence, professionalism and creativity.
  • Ability to respond to questions from executive management, clients, customers and the general public
  • Strong communications and listening abilities
  • Strong and consistent ability to prioritize activities within specific time guideline and to handle multiple responsibilities within a specific time frame.
  • A collaborative and flexible style, strong service mentality and a passion for the organization's mission.
  • Enthusiastically embraces new technologies, especially social media marketing resources
  • Must be able to lift 60 pounds.
  • Must have own dependable transportation.
  • Valid driver’s license
  • Professional attire required at any time the Convention & Visitors Bureau is being represented, except by special permission from the Executive Director
  • Willing and able to work evenings, weekends and holidays based on client and office demands
  • Passionate adherence to the organization's goals of respect, excellence, innovation, integrity, teamwork and accountability
  • Attend and participate with mEAU and Road Crew events
  • This position occasionally requires evening, weekend, and holiday work.