Clarification from the agency

THIS IS A PERMANENT, PRIVATE FUNDED POSITION WHICH DOES NOT CONFER COMPETITIVE FEDERAL STATUS TO THE INCUMBENT. THE SELECTED CANDIDATE WILL BE ELIGIBLE FOR THE FEDERAL GOVERNMENT EMPLOYMENT BENEFITS PACKAGE.

The Visitor Experience division ensures every visitor to the National Gallery of Art enjoys a seamless, welcoming experience. The team oversees departments focused on onsite operations, audience research, membership engagement, and human-centered design initiatives. It combines exceptional service and thoughtful design with insights that inform and improve every interaction. By integrating strategic planning, frontline engagement, and research, the division creates experiences that are welcoming, informative, and inspiring. If selected for this position, the programs managed include, but are not limited to:

• Supports daily front-of-house operations by assisting with staffing coordination, visitor flow, queue management, signage creation and deployment, and supporting special events.
• Works closely with DD-VE and cross-departmental teams to implement service initiatives and technologies that enhance the visitor, staff and volunteer experience.
• Answers public inquiries via Zendesk, responding promptly and courteously to visitor emails and phone calls while logging, coding and tracking questions, comments and complaints according to established procedures.
• Assists with lost and found daily operations using Zendesk to log, track and reconcile items efficiently and accurately in collaboration with DD-VE representatives.
• Collects and records visitor feedback and questions to identify trends and opportunities for improvement.

Conditions of employment

• This employer participates in the e-Verify program.
• Maintain a Bank Account for Direct Deposit/Electronic Transfer
• Pass Pre-employment Background Investigation
• May be required to successfully complete a probationary period
• Requires availability for occasional weekend and evening work hours.

Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. Your resume must not be longer than 2 pages in length.

Qualifications

Specialized Experience Statement: Your resume must demonstrate at least one year of specialized experience, equivalent in responsibility to the GS-06 grade level in the Federal service or private sector. Specialized experience for this position includes:

• Performing complex administrative support with general correspondence;
• Supporting daily front-of-house operations, data entry and communication services, inventories; and
• Responding promptly and courteously to visitor emails and phone calls.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Applicants for this position may be evaluated in multiple stages. The first stage is an evaluation of your responses to the online multiple-choice questions that assess your experience, education, and/or training for the job-related competencies below:

• Experience developing and overseeing multifaceted national partnerships. 
• Knowledge of public programming design, implementation and evaluation.
• Demonstrate interpersonal skills including the ability to communicate with clarity.
• Ability to build and maintain relationships and stay abreast of potential collaboration opportunities.
• Knowledge of principles of planning and ability to use the planning process to set organizational fiscal and programmatic priorities.
• Experience in communications strategy, including knowledge of all public relations functions.

Applicants who meet or exceed minimum qualifications will be assigned to one of three category groups based on job-related criteria:

• Best Category - Meets the minimum qualification requirements and excels in most of the job related competencies above.
• Better Category - Meets the minimum qualification requirements and satisfies most of the job related competencies above.
• Good Category - Meets the minimum qualification requirements, but does not satisfy most of the job related competencies above to a substantive degree.

This category rating process does not add veterans' preference points or apply the "rule of many" but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. A selecting official may make selections from the highest quality category (Best Category) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. Applicants who have not submitted a resume in the USAjobs system and/or have not answered all of the vacancy questions will not be considered for this position.

Important Note:

Your resume and supporting documentation will be compared to your responses to the occupational questionnaire or other assessment tool for consistency. If a determination is made that you have rated yourself higher than is supported by your resume, you will be assigned a rating commensurate to your described experience. Your resume should provide sufficient information regarding how your education and experience relate to this position, including the major duties and qualifications criteria listed.

• Your resume should include relevant work experience, applicable education and your contact information. For current or previous federal employees, include the pay plan, series and grade.

To apply for this position, you must provide a complete Application Package which includes:

1. Your Resume (no more than 2 pages) showing the applicant's name, email address, work schedule, hours worked per week, dates of employment, and duties performed to include pay plan, series, and grade level for relevant federal experience. Your resume must show complete information for each job entry to support minimum qualifications. For assistance with creating a resume, please click USAJOBS Help Center - How do I write a resume for a federal job?

• Do not include the following types of information in your resume:
  • Classified or government sensitive information
  • Social Security Number (SSN)
  • Photos of yourself
  • Personal information, such as age, gender, religious affiliation, etc.
  • Encrypted and digitally signed documents

2. Other supporting documents:
   • Cover Letter, optional
   • Most recent Performance Appraisal, optional
   • Unofficial school transcripts, if the position has an education requirement or if you are using education to qualify. If selected for the position, you must provide an official transcript before appointment.
   • Proof of U.S. accreditation for foreign study, if applicable.
   • Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.) If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
     If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference click here.

Failure to submit any of the above-mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted have been submitted prior to the closing date of the announcement.

Next steps