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SalaryJob Title: Temporary National Outings Customer Care Representative
Department: Operating
Location: Remote
Reports To: Director of National Outings
Supervises: N/A
Duration: Up to6 months
Context: At the Sierra Club, we believe in the power of interdependence. Together, we remain committed to the fight for a healthy climate built on a foundation of environmental, racial, economic, and gender justice – a future where all people benefit from a healthy, thriving planet and a direct connection to nature. As the climate crisis and deeply entrenched systemic racism all fuel injustice, we will continue to fight for a bold, transformational agenda that recognizes the interconnectedness between our planet, our humanity, and our future. By recognizing that our destinies are tied, we continue to name that all things are fundamentally connected, and the overlap between ecology, race, gender, and representative government will move to either advance our collective humanity or to oppress it. Sierra Club has close to 800 staff across the country and a network of 64 local chapters that are led and fueled by thousands of volunteers. We are also proud to be a unionized employer, with three labor unions representing more than half of our employees.
Scope: The Temporary Customer Care Associate serves as a contact for participants through phone /email, enters and manages reservations in our customer relationship management system. Works closely with the Outings team to stay updated on outing details, trip changes, or cancellations. Understands the adventure travel program and the industry as a whole.
Job activities include but are not limited to:
- CRM management. Enters reservations, payments, and contact information into the database—issues and tracks trip credits and gift certificates as necessary.
- Customer service. Fulfills the important customer service and business role of being a “primary contact” for customers, including issues (i.e. billing and email errors, reservation process complaints, cancellation fee disagreements, etc.). Also assists team members when cases escalate. Answers questions about our program and provides trip details to members.
- Email/phone contact. Responds to a large volume of customers directly through email and phone systems. Weekly scheduled phone shifts.
- Office administration. Organizing meetings and sending out publicity and reservation materials to participants.
- Maintains detailed records of customer interactions and transactions.
- Collaborates with other team members and volunteers to ensure a seamless customer experience.
- Point person for other departments for outings-related questions.
The successful candidate must demonstrate the following skills, experience, and competencies:
- Experience with CRM systems.
- Strong communication and customer service skills.
- Attention to detail.
- Ability to manage multiple tasks at once.
- Strong problem-solving skills.
- Proficiency in Microsoft Excel and Google Sheets.
- Experience with data management and analytics.
- Commit to continuously deepening and evolving your understanding of systems of oppression through study, openness, and humility. And you easily recognize your own relationship to privilege and power, examining and shifting your behaviors as appropriate.
- See mistakes as opportunities for growth, problems as catalysts for solutions, and inspire others along the journey. You carry a constructive approach, a can-do attitude, a sense of humor, and authentic kindness wherever you go.
The strongest candidates will also demonstrate the following skills, experience, and competencies:
- Customer service experience; ability to deal with the general public and maintain composure.
- Experience in volunteer support and engagement.
- Knowledge of outdoor recreation and basic geography.
Compensation and Benefits
The salary for this position is $60.000, non-negotiable.
The Sierra Club offers a competitive salary package commensurate with skills and experience plus excellent benefits that include medical, dental, and vision coverage and a retirement savings 401(k) plan.
This is a category 7 non-exempt, non-represented position.
Sierra Club is a 501(c)(4) non-profit organization. Sierra Club employees are not eligible to participate in the Federal Public Service Loan Forgiveness (PSLF) Program.
Sierra Club values the expertise and talents of foreign nationals. Sierra Club sponsors both nonimmigrant and immigrant visas when certain criteria are met, based on immigration laws and organizational needs. Such sponsorship is at the discretion of the Department Head and Sierra Club People Department inconsultation with the employee’s manager. The Sierra Club cannot guarantee the approval of a visa petition. The Sierra Club is an equal-opportunity employer committed to workforce belonging.
To Apply
Please submit your resume here.
The Sierra Club provides equal employment and advancement opportunities to all staff members. Employment decisions are based on merit, qualifications, lived experience and skills. The Sierra Club does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, national origin, immigration status, socioeconomic status, ancestry, age, size, sex, sexual orientation, gender, gender identity, familial status, veteran status, disability, AIDS/HIV status, medical condition, prior conviction, arrest history, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, or any other characteristic protected by law.
The Sierra Club values applicants who are people that identify as Black, Indigenous, and other minoritized groups; women; queer, transgender, gender non-conforming, and gender fluid people.
Explore, enjoy, and protect the planet.
