Position Objective:

Adventure Customer Service Specialists serve as the first point of contact for both guest inquiries and face-to-face interaction upon arrival to Mount Hermon Adventures. Adventure Customer Service Specialists are responsible for consistent execution of guest bookings and retail objectives, as well as creating a welcoming and professional atmosphere at the Adventure center in a manner consistent with MHA’s mission, vision and values.

• 
  Provide consistent, timely, and professional interactions with Mount Hermon Adventures guests throughout the booking process, from inquiry to arrival.
• Answer phone calls, emails, and in-person requests regarding Mount Hermon Adventures professionally and knowledgably.
• Receive, protect, and deposit all cash, checks, credit cards, and personnel information of guests and staff in a timely, secure and organized manner.
• Understand and utilize all office reports and forms.
• Keep adequate supplies of forms, brochures, and other needed materials on hand.
• Deliver excellent customer service by connecting with the guests; anticipating, discovering and responding to their needs.
• Perform merchandising duties: folding, hanging, and displaying products according to retail merchandising standards. Check and restock items.

• Maintain a clean and well-organized front office area and back-stock area.
• Alert Adventure Customer Service Lead if merchandise is damaged or out of stock.
• Other duties as assigned.

• This position has no direct supervisory responsibilities.

• Adventure Customer Service Specialists will closely interact with Canopy Tour guides, Adventure/Recreation Staff, and guests to achieve consistently excellent organization and programming, and to enforce MHA policies and safety standards.

Education/Certifications/Licenses:

• AA or higher degree in a related field, or equivalent experience.

Work Experience:

• 
  Previous experience in a customer service role.
• Experience and desire to work in a diverse team setting.

• 
  Ability to be punctual, responsible, and to multi-task and work efficiently in a detail-oriented, fast-paced office environment.
• Exceptional interpersonal skills with people of all ages, including corporate adults.
• Ability to operate calmly and professionally when encountering and solving challenging situations with guests, staff, and scheduling issues.
• Positive attitude and ability to engage potential clients via phone, email, and in person in ways that are professional, polite, and detail-oriented.
• Ability to anticipate the needs of guests and staff by constantly evaluating the current environment and being aware of cues.
• Complete proficiency with Microsoft Word, Excel, and Gmail as well as the ability to learn multiple software platforms for inventory, retail, reservations, payment processing and more.
• Ability to calculate and monitor daily attendance, income, and cash balances.
• Open to direction, a collaborative work style and commitment to getting the job done.
• Must have respect for authority and peers, as well as camp guidelines and principles.
• Fluency in Spanish and English preferred.

Physical Demands:

• 
  The physical environment requires the employee to potentially work both inside and outside in heat/cold, wet/humid, and dry/arid conditions. Most days are inside.
• Requires walking, sitting, standing, and may involve carrying up to 25lbs.

• Adherence to the basic principles as expressed in MHA’s Mission, Vision, Values and Commitment statements.
• Adherence to company dress code and professional standards for personal grooming and appearance.
• Will attend all required staff meetings, in-house trainings, and other meetings as needed.
• Satisfactory completion of background investigation, or valid work permit, as well as ability to provide proof of eligibility to work in the United States.

• 
  This job description reflects essential functions of this position. It does not restrict management’s right to reassign duties and responsibilities to this job at any time.