Seasonal Customer Service Associate (Appleton)

Who We Are:

Founded in 1891 by a group of visionary volunteers, The Trustees of Reservations (The Trustees) is the nation’s premier conservation and preservation organization. The Trustees’ preserves, for public use and enjoyment, properties of exceptional scenic, historic, and ecological value in Massachusetts. Our properties are open to all, and we thrive by involving as many people as possible in all that we do. We aim to protect special places for future generations to enjoy in perpetuity, and have helped protect more than 50,000 acres, including 27,000+ acres on more than 120 reservations that are open to the public. As a non-profit conservation organization, we are funded and supported entirely by our visitors, supporters, volunteers, and our 100,000 Member households. We encourage you to learn more about The Trustees on our website, www.thetrustees.org.

Posting Information:

Salary/Hourly Rate: $17/hour 

Hours per week: 20 

Job Classification: Limited Term, non-exempt 

Job Type: Hybrid 

Duration: May - December 

Location: Appleton Farms, Ipswich, MA 

What You’ll Do:

The Role:

As the Customer Service Associate, you will provide excellent customer service to Trustees Members, prospective Members, visitors, ticket buyers, program participants, and social media followers. As a successful candidate, you should be enthusiastic, detail oriented, and flexible, with outstanding organizational, interpersonal, and teamwork skills. A high degree of accuracy, an unflappable demeanor, eagerness to help guests and staff, and the ability to communicate progress on tasks and responsibilities with team members are essential. Though in close collaboration with a number of managers, the position reports to Property Director and is mostly remote work, with occasional on-site work required, including during training. membership.    

Specifically, you’ll:

• Provide exceptional customer service on the phone, through email, and via social media channels to Trustees Members, CSA members, program participants, website and social media users, and visitors to Appleton Farms in Ipswich, MA. 

• Using the Freshdesk response management system, log and answer incoming emails and phone calls to several public email addresses accurately and in a timely manner. 

• Maintain knowledge or research to resolve visitor inquiries around programs and events, visitation, visitor experience, and Membership 

• Assist constituents with ticketing requests such as refunds and exchanges 

• Promote full range of benefits to prospective Members and guide them through the application process as necessary 

• Provide information about Trustees properties, events, and programs; promote visitation, program participation, CSA, as well as Membership sign-ups and renewals 

• Forward complex questions to appropriate colleagues as needed, and track / follow-up on their resolution 

• Assist colleagues in ensuring that the website, on property collateral and social media content is accurate and up to date 

• Assist colleagues with data entry about events and programs into ticketing platform(s) 

• Send out pre-event communications to manage guest expectations about their upcoming program/event 

• All other duties as assigned by management 

This is a limited-term, non-exempt position (20 hours/week) reporting directly to the Appleton Farms Property Director.  

Requirements

What You’ll Need:

Skills and Experience:

• Associates or Bachelors degree in customer service, hospitality, or a related field preferred 

• Experience in a public-facing customer service role required 

• Team player with strong commitment to work collaboratively with colleagues 

• Proactive and resourceful problem solver, dedicated to getting the right answer through research and deductive reasoning 

• Self-motivated and able to work without close supervision 

• Highly organized and detail-oriented 

• Able to prioritize multiple tasks and establish and meet deadlines 

• Excellent customer service communications skills both verbal and written 

• Positive and professional phone manner 

• Fluency with Microsoft Office suite  

• Familiarity with ACME or comparable ticketing software preferred 

• Familiarity with Help Desk software preferred 

• Famili