Visitor Services Representative I

Mass Audubon•Lenox, MA

About The Position

Mass Audubon’s Pleasant Valley Wildlife Sanctuary is seeking a Visitor Services Representative to perform the day-to-day duties of visitor engagement operations and help ensure a positive, welcoming, enriching, and safe experience for members, visitors, and guests. The role provides customer service by greeting and registering visitors in person and by phone, orienting visitors to the sanctuary, directing them around the property and trail systems, answering questions about events and programs, monitoring the building and grounds, introducing visitors to Mass Audubon membership, and educating guests about the organization. The representative serves as a welcoming, customer-oriented ambassador for Mass Audubon’s properties, programs, and mission. This is a year-round, part-time position of approximately 18 hours per week, typically Thursday through Saturday. The pay range is $19.00–$21.00 per hour, with the actual rate reflecting experience and qualifications. The position earns vacation time and receives paid holidays. Employees must successfully complete CORI and SORI background checks; a Motor Vehicle Record check is required if applicable.

Requirements

Must be at least 18 years of age.
Excellent people skills and enthusiasm for working in a team environment.
Organized, with strong written and verbal communication skills.
Strong desire to achieve sales goals and demonstrated ability to promote goods or services effectively.
Office skills, including use of a computer, copier, scanner, and phone system.
Experience with varied computer software programs, including Office 365, Outlook, Word, and Excel.
Ability to work well with staff, volunteers, and community representatives, as well as independently when necessary.
CPR/First Aid certification or willingness to obtain certification.
Ability to relate to a diverse range of people and exercise cultural competence and inclusion.
Must successfully complete CORI and SORI background checks; a Motor Vehicle Record check is required if applicable.

Nice To Haves

Associate’s degree or equivalent experience.
Customer service or visitor service experience.
Formal training or other experience in natural sciences or education.
General knowledge of local habitats, birds, and wildlife.
Spanish bilingual ability is a plus.

Responsibilities

Greet members, visitors, and guests and provide information about the nature center, sanctuary, trails, programs, and Mass Audubon.
Answer phone calls, monitor voicemails, and provide information, guidance, and direction.
Assist with program registrations.
Update visitor signage, brochures, and bulletin board information.
Understand and promote membership opportunities.
Use a cash register, computer, and credit card processor for sales and admissions.
Monitor the radio and serve as the primary communication point of contact in an emergency, following standing policies and procedures.
Handle opening and closing procedures, including tallying end-of-day register sales.
Assist with visitor services volunteer training and work cooperatively with volunteers.
Work with Property staff to monitor trail conditions.
Attend meetings and trainings when requested.
Periodically work at an outdoor greeting table during special events.
Assist with cleaning and sanitation of the Visitor Center.
Occasionally assist during peak periods, such as holiday weekends or special events.