Seasonal Customer Service Associate (Remote)

The Opportunity 

In a fast-paced team environment, the Customer Service Associate provides excellent Customer Service to Trustees Members, prospective Members, visitors, ticket buyers, program participants, and social media followers. The successful candidate is 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 the Visitor Experience Coordinator. 

In This Role You Will: 

• Provide exceptional Customer Service on the phone, through email, and via social media channels to Trustees Members, program participants, website and social media users, and visitors to the Crane Estate 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, 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 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 

Qualifications and Experience 

• Associates or Bachelors degree in Customer Service, hospitality, or a related field, as well as experience in a public-facing Customer Service role 

• 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 

Working Conditions 

• Work-from-home schedule ranges from 5-15 hours per week over 2-4 days per week, including at least one weekend day. Some flexibility with regards to the time of day hours are worked. 

Salary and Benefits 

• The salary is $18/hour with no benefits 

• All Trustees employees receive free admission to over 120+ properties across the state as well as discounts on programs and events