Visitor Services Representative

Mar 16, 2017, 14:08 PM
Location : Boiling Springs, PA
Department : Conservation
Supervisor : Senior Office Manager
Type : Seasonal
Position Summary:

The Visitor Services Representative (VSR) will be one of the primary points of contact for the visiting public at the Appalachian Trail Conservancy’s (ATC) Boiling Springs visitor center, especially on weekends and holidays. The VSR will essentially be the 'face’ of the ATC, interacting with most of ATC's more than 10,000 visitors, who include current and potential ATC members, hikers, volunteers, and others who play a significant role in management  and protection of the Appalachian Trail (A.T.).

This position's primary responsibilities are to ensure that all visitors are greeted and assisted in a friendly and courteous manner and provided with accurate and helpful information that allows them to enjoy the AT. safely and responsibly. The purpose of this position is also to generate support for the ATC and its mission by positive and helpful interactions with visitors, by generating revenue through membership and merchandise sales, and by ensuring that the appearance and atmosphere of the visitor center reflects well on the ATC.

Please note: This is a seasonal position from April through September.  Our visitor center is open 7 days a week during our peak season and this position directly supports the weekend staffing. The VSR is required to work weekends, as well as holidays and three other days during the regular work week with occasional evening requirements.    

Essential Duties/Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Visitor Center and Membership

  •  Able to work consistent weekends, Memorial Day, Father’s Day, Fourth of July and Labor Day
  • Greet visitors, ascertain what each visitor wants or needs, and ensure their needs are met (within reason).
  • Respond to inquiries, concerns and requests about the Trail, ATC, opportunities for volunteering and the surrounding community of Boiling Springs.
  • Inspire visitors to support the Trail through membership in the Appalachian Trail Conservancy, offering information and education about our mission, programs, and benefits.
  • Increase merchandise sales by determining visitor needs and knowing the stock sufficiently to make informed purchase recommendations.
  • Keep current on federal, state, local and trail wide regulations and policies pertinent to those using the Appalachian Trail.
  • Record comments and complaints as well as trail information, history, or noteworthy stories from visitors, and follow-up actions taken.
  • Ensure that visitors are aware of the resources and services that the ATC has to offer.
  • Bring a creative mindset to seek ways to improve visitor services, visitor center layout, and operations processes.
  • Collect visitor demographic information in ways that can be shared with ATC's membership and development staff.
  • Ensure that the visitor center and associated areas are kept clean and tidy.
  • Enhance and maintain visitor center operations manual for visitor services representative tasks and responsibility. 

Gift Shop

  •  Conduct sales transactions
  • Perform opening and day-end close-out of register
  • Maintain records related to sales.
  • Ticket, arrange and display merchandise to promote sales. Update cash register pricing and product labels as needed.
  • Inventory stock and requisition new stock from ATC warehouse.
  • Select and requisition items appropriate to the specific needs and interests of hikers and visitors, especially those that promote safety and Leave No Trace.

 Working with Volunteers

  • Oversee visitor center volunteers to ensure they provide accurate and current information about the A.T. and ATC.
  • Work with the Community Outreach and Program Support Administrator to seek input from volunteers, where appropriate, when developing strategies to increase the effectiveness of the visitor center.
  • Ensure that visitor center volunteers feel valued and appreciated.
  • Help ensure that volunteers record their hours and receive appropriate recognition and length-of­

    service awards.

  • Assist Community Outreach and Program Support Administrator with preparation of visitor center volunteer schedule.

 General Administrative

  •  Work with ATC staff and volunteers to maintain visitor center operations. Specific  tasks and duties are subject to change depending on ATC and volunteer staffing.
  • Assist with answering and routing incoming phone calls.
  • Help assist with special events held at the visitor center.
  • Ensure prompt response to trail-related phone calls.
  • Assist as needed with responding to email.
  • Acquire an in-depth understanding of the Appalachian Trail Conservancy and its programs in order to actively educate the public about the ATC's role in managing and protecting the A.T.
  • Ensure that those requesting information or providing input are connected with the appropriate staff, clubs, and agency partners.
  • Perform other duties as requested

 

Qualifications:

QUALIFICATIONS

  • Demonstrated professionalism and maturity when dealing with the general public.
  • Willing and able to work weekends and holidays.
  • Substantive, first-hand knowledge of the Appalachian Trail.
  • Evident passion for the Appalachian Trail and its protection.
  • Knowledge and understanding of the ATC, its mission, programs, and policies.
  • Knowledge of day-hiking and backpacking skills, including Leave No Trace practices.
  • Excellent communication (oral and written) and interpersonal skills.
  • Able to communicate with visitors in a friendly, courteous and positive manner in a setting that is often busy, noisy, and crowded.
  • Experience in visitor services, retail sales or similar environment.
  • Proficient with the internet, Microsoft Office software, and social networking applications.

Physical Demands:

 

Work Environment:
The employee is occasionally exposed to cold, heat, unpleasant odors and a moderate to high noise level. The job can have frequent interruptions, and may require balancing and prioritizing different tasks simultaneously. Reasonable accommodations may be made to enable individuals  with disabilities to perform the essential functions.
To Apply:
Resumes, and cover letters, can be emailed to Sara Haxby, Senior Office Manager at shaxby@appalachiantrail.org

All resumes should be emailed as a Microsoft Word document, saved as “Last Name_First Name.” Please indicate in your email (preferably in the subject line) that you are applying for this position (for example, “Visitor Services Representative"
 

ATC Equal Employment Opportunity Statement:

ATC encourages collaboration, flexibility, and fairness with all employees and volunteers to enable participation and contributions to their fullest potential. We are committed to being a diverse and inclusive organization, and recognize that diversity contributes to an effective and successful organizational culture and mission. The ATC prohibits discrimination in employment on the basis of race, color, religion, sex (including pregnancy, gender identity and/or expression), national origin, political affiliation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, political affiliation, union membership, or any other status protected by the laws and regulations in the locations where we operate.

Position Type : Careers - Seasonal