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.
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
- Familiarity with Trustees website www.thetrustees.org
Eligibility Criteria:
- Able to work-from-home schedule approximately 15 hours per week 5 days per week, including at least one weekend day. Some flexibility with regards to the time of day hours are worked. Occasional on-site work will be required.
- Current authorization to work in the United States – a candidate must have such authorization by his or her first day of employment.
- A satisfactory criminal background (CORI) check.
Don’t quite have all the skills and experience listed above? We still want to hear from you! Research shows that historically marginalized groups are less likely to apply if they do not meet every single requirement. We are committed to building a diverse team and encourage you to apply even if you are missing some of the skills and experience above.
Questions? Contact our People team at people@thetrustees.org!
Your Benefits:
- Sick time: Mass Sick Leave Accrual
- Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.
- Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns.
Equal Opportunity and Diversity:
The Trustees is a proud equal opportunity employer and does not discriminate against any protected status including, but not limited to, age, race, ethnicity, sex, gender, sexual preferences, nation of origin, religion, or disability status and strongly encourages applications from people of color, persons with varying abilities, women, and LGBTQ+ applicants. We aspire to reflect and effectively serve the residents and communities of Massachusetts, who are at the core of our mission.
The Trustees’ commitment to advancing the organization’s vision for this work may be found here: Diversity, Belonging, Inclusion and Equity.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
We are committed to creating an inclusive and accessible work environment. To request reasonable accommodations during the application or interview process, please contact us at people@thetrustees.org.
