Visitor Services & Volunteer Coordinator

Job description

Position Type:

Permanent Staff (SHRA)

Is this an internal only recruitment?:


Position Title:

Admin Support Specialist - Contributing

Working Title:

Visitor Services & Volunteer Coordinator

Position Number:


Vacancy ID:


Budgeted Hiring Range:


Pay Band Information:

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

Salary Grade Equivalent:


Full-time/Part-time Permanent/Time-Limited:

Full-Time Time-Limited

If time-limited, estimated duration of appointment:

3 years

Hours per week:


Work Schedule:

Monday-Friday; 9am-5pm

Department Name and Number:

NC Botanical Garden-525000

Date First Posted:


Closing Date:


Position Location:

Chapel Hill, NC

Position Posting Category:

Administrative/Clerical Support

Department Description:

The North Carolina Botanical Garden (NCBG) has been a leader in native plant conservation, horticulture, and education in the southeastern United States for more than 50 years. As part of The University of North Carolina at Chapel Hill, we further the University’s tripartite teaching, research, and public service mission through our own mission to inspire understanding, appreciation, and conservation of plants and to advance a sustainable relationship between people and nature. As a garden focused on conserving the biodiversity of southeastern native plants, we recognize that just as biodiversity is critical to a healthy ecosystem, diversity in people and?perspectives makes our organization and community stronger.?NCBG is committed to creating an environment in our gardens and natural areas where everyone’s voice is?heard?and everyone feels safe and welcome.

Equal Opportunity Employer:

The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.

Position Description:

The Visitor Services & Volunteer Coordinator serves as the first point of contact for all Garden visitors, and therefore plays a critical role in the success of the North Carolina Botanical Garden. This person is responsible for ensuring positive visitor services functions as well as all aspects of the volunteer experience. This position manages visitor services functions (including managing front desk and outdoor greeter operations) and provides a welcoming environment and excellent customer service to visitors. This person is also responsible for maintaining volunteers by serving as the administrator of all volunteer activities including; liaising with Garden staff to recruit, place, and process volunteers; organizing, co-developing and delivering training sessions in collaboration with education and other departments; overseeing volunteer opportunities and managing their schedules in the volunteer management system; organizing and facilitating ongoing enrichment sessions; and routinely assessing and evaluating the overall effectiveness of volunteer-led programming.

Essential Duties and Responsibilities include but are not limited to:
• Ensures high quality visitor experiences at the front desk by directing visitors, answering questions, and helping with any visitor issues that arise.
• Works as a part of the Visitor Experience team, supporting other visitor initiatives and administrative duties on occasion including support for events, shop tasks, and facility rentals.
• Coordinates logistical details at the front desk including phone calls, mail/deliveries, and coordinating with vendors and other UNC departments.
• Provides volunteers with a rewarding and satisfying volunteer experience.
• Identifies new volunteer opportunities, secures volunteers for unfilled opportunities, and generates and manages the volunteer schedule.
• Actively serves as the central point of contact for volunteers, answering questions, providing guidance, and funneling their inquiries to appropriate personnel.
• Prepares and submits volunteer hour reports for designated volunteer work groups.
• Plans and organizes volunteer recognition programs.
• Manages the volunteer application and interview process, including volunteer policies and orientation.

Minimum Education and Experience Requirements:

High school diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.

Essential Skills, Knowledge and Abilities:

Demonstrates basic understanding of the area of specialization, of program procedures, methods, and practices to include knowledge of program and staff responsibilities. Experience working with volunteers and volunteer groups. Desire to engage corporate and student groups in volunteer opportunities. Talented public speaker, and experience training volunteers is desired. Volunteer management certification is a plus. Must be able to obtain and maintain CPR/First Aid certification. Interest or knowledge in native plants, conservation, education preferred.

Information/Records Administration:
Uses established filing and data systems, functions, and/or procedures that require knowledge of the program. Reviews data and information for completeness and accuracy using standard guidelines; performs tasks with attention to detail. Understands software used to perform day-today functions.

Office Technology:
Uses one or more software programs, information systems, and specialized equipment to access, input, and verify standard information. Proficient experience using a computer and keyboard is required. Proficient experience using Microsoft Office suite (i.e., Teams, Outlook, Word, Excel, and PowerPoint). Proficient with web-based applications and volunteer management systems. Solid internet research skills.

Problem Solving:
Identifies and recognizes problems that have established precedents and limited impact. Refers nonstandard questions and problems to higher levels. Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve conflicts in a fast-paced environment. Ability to be flexible, react quickly, and take charge in unpredictable situations.

Communication- Verbal:
Communicates information clearly to staff, clients, and/or public about services, processes, and procedures using prescribed or established guidelines. Applies judgment in releasing confidential information or to whom to refer questions. Strong customer service skills and enjoys working with others and assisting customers. Experience in any of the following industries: customer service, retail, or cultural institutions where the role assisted visitors, customers, or clients. Organized individual with skills in time management and scheduling. Comfortable working in immediate proximity to general public, in a safe and friendly manner.

Communication- Written:
Utilizes program specific terminology. Gathers readily available information from office records to drafts e-mails, memos and other documents. Proofreads documents for grammar, spelling, punctuation, and basic formatting. Provides answers to requests for general information in written format. Records and documents information accurately. Ability to communicate effectively in English (oral and written).

Preferred Qualifications:

High school diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.

Preferred Bachelor’s degree in nonprofit management, public administration, education, business, humanities, or related field required. Some knowledge or interest in natural sciences preferred. Minimum two years’ experience coordinating or managing volunteers. Experience working with audiences of diverse ages, ethnicities, experiences, and educational backgrounds. Demonstrated strength and experience in customer service skills. An equivalent combination of skills, education and experience may be considered.

Special Physical and Mental Requirements:

Scheduling flexibility that allows working weekends, holidays and some evenings. Ability to work an alternating schedule throughout the year of Mon-Fri and Tues-Sat.

Ability to work independently and to carry out assignments to completion with minimum instructions and adhere to established routines and practices in a reasonable amount of time.

Ability to provide visitor experiences and services within a fast-paced mission based public attraction with diverse audiences, including children, families, and older adults.

Demonstrates highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures and systems; including all health and safety guidelines.

Maintains a positive attitude and professional appearance at all times.

Adherence to all health and safety guidelines as well as Garden and departmental policies/procedures.

Able to lift and carry a minimum weight of 20-40 pounds. (i.e., load, unload, and move supplies and equipment). May be required to perform tasks at varying heights (i.e., climb ladders, etc.). Requires standing, walking, bending, and reaching for extended periods of time.

Able to work in fast-paced, team-oriented environment.

Able to work outdoors in all weather conditions.

Comfortable working shared office space within a climate-controlled building.

Position/Schedule Requirements:

Evening work occasionally, Weekend work occasionally

Stimulus/ARRA Funded:





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Job No:
Posted: 6/10/2021
Application Due: 6/12/2021
Work Type: Full Time