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.

General Qualifications:

The Adventure Guide is a Ministerial position. Ministerial staff render their work, stewardship, relationships and behavior as evidence of being followers of Jesus Christ while embracing and affirming Mount Hermon Association, Inc.’s (“MHA”) mission, vision and beliefs.  They are responsible for defining, cultivating and leading MHA’s Christian community, conference programs, and retreats.  
 

Key Job Accountabilities:

• 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.

Supervisory Responsibilities:

• 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:

• High school graduate or GED

Work Experience:

• Previous experience in a customer service role.

• Experience and desire to work in a diverse team setting.

Knowledge, Skills and Abilities:

• 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.

Additional Requirements:

• 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.