Customer Experience Specialist

Job Description

Department: Marketing & Sales

Pay Status: Non-exempt

Expected Hours: 40 hours/week

Dates of Employment: May 1, 2020 – August 15, 2020

Reports To: Customer Experience Manager

Housing Available: Yes (on campus housing is available, but not required for this position)

Number of Positions Available: 1

At Keystone Science School, we believe that the power of inspiring curiosity and critical thinking, through the lens of science, changes lives and strengthens communities. We create future leaders who can problem solve and work together in an ever-evolving world and workplace environment.

Located in the Colorado Rocky Mountains, Keystone Science School’s historic campus serves as base camp for our diverse suite of inquiry-based learning programs. We combine hands-on science education with outdoor adventure to create engaging experiences for our students. At KSS, we change lives, we bring fun and laughter to everything we do, we care about each other and those we serve, we strive for excellence, we offer competitive compensation and generous benefits, and we are committed to serving students from diverse backgrounds. We’re proud to be Summit County’s #1 Best Non-Profit and #2 Best Place to Work (2019)! Visit KeystoneScienceSchool.org to learn more!

Program Overview and Job Summary

The purpose of the Customer Experience Team is to act as a liaison between Keystone Science School and our customers. We streamline communications and processes, and we give our customers a seamless experience from start to finish. Customer Experience Specialists are responsible for upholding the KSS brand in external communications with prospective and currently enrolled clients, which includes both English and Spanish speakers. Customer Experience Specialists use phone, electronic chat features, and email to answer questions, comments, and concerns for participants and parents of each program area, and to enroll clients in programs. Given the diverse population of our student body, employment preference will be given to those employees who are fluent Spanish speakers and have experience working with diverse populations.

The main areas of focus for this position are (proposed):

  • 50% Participant communication and interaction;
  • 25% Administration and office support;
  • 15% Basic graphic design and publishing;
  • 5% Social media support;
  • 5% Other duties as assigned.

Essential Duties and Responsibilities

Participant Communication

  • Communicate with participants through phone, in-person, and written mediums, which includes answering programmatic and logistics questions;
  • Communicate programmatic logistical information to Program Coordinators collected throughout the registration and intake process;
  • Draft written information to communicate logistical details to program participants;
  • Attend events and fairs to increase awareness and registration for KSS programs.

Administration and Office Support

  • Collect participant paperwork and disseminate necessary information to various departments within KSS;
  • Oversee the purchasing, inventory, and shipping of online orders for the KSS School Store;
  • Provide basic office support with the team of Customer Experience Specialists, which includes responsibilities such as mail collection and distribution and office/programmatic supply ordering.

Basic Graphic Design & Publishing

  • Draft and edit program information packets to be sent to all program participants;
  • Draft written newsletters and blogs capturing the KSS story;

Social Media Support

  • Collect, organize, and post on KSS social media outlets sharing the KSS story;
  • Edit photos and videos to be used within KSS social media outlets.

Other duties as assigned.

Knowledge, Skills, and Abilities – Minimum Requirements

  • It is not a requirement to have experience within all roles of a customer experience specialist but it is expected that a specialist is a problem solver, takes initiative, and enjoys learning;
  • Have an interest in, respect for, and ability to work with people with diverse backgrounds, opinions, beliefs, abilities, and experience;
  • Strong work ethic and will work until the job is complete;
  • Motivation to contribute positively to the KSS at-large community;
  • Multi-task efficiently while managing a high-volume workload in a fast-paced, changing environment;
  • Strong command of communication, writing, and organizational skills;
  • Effectively interact with people of diverse backgrounds and different levels of experience;
  • Ability to work a flexible schedule, including days, weekends, and occasional nights;
  • Ability to work in a busy environment with many distractions in an open office setting;
  • Superior customer service skills, with the ability to be creative and think 'outside the box';
  • Have an interest in, respect for, and ability to work with children.

Required Education, Experience, and Certifications

  • High School Diploma or GED
  • Must be able to successfully pass a comprehensive background check.

Preferred Skillsets

  • Ability to communicate verbally and in writing in Spanish;
  • Desired computer skills include proficiency with Microsoft Office (Word, Excel, etc.) and Adobe.

Travel Expectations

None

Physical Demands of this Position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to feel, handle, or hold objects, tools, or controls; reach with hands and arms; and talk and hear. The employee occassionally stands for several hours per day. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those that must be met by an employee while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the employee to work in close contact with their teammates and children. The office space is small and the employee must have the ability to stay focused while others are working in close proximity. The noise level in the work environment is usually moderate, but varies seasonally due to programs and staffing on campus.

Compensation

Starting wage of $12/hour. Housing and meals are available at no cost.

Application Instructions

Please submit the Employment Application found at KeystoneScienceSchool.org/Employment. Applications require a cover letter, resume, and 3 references. Applications will be accepted on a rolling basis until all positions are filled. For more information, please contact Human Resources at [email protected].

Equal Employment Opportunity

Keystone Science School is committed to building a diverse, equitable, and inclusive community, and we seek to recruit, develop, and retain the most talented people from a wide variety of backgrounds. We prohibit discrimination and harassment of any type, without regard to race, color, national or ethnic origin, sex, gender identity or expression, sexual orientation, pregnancy, age, religion, disability, veteran status, genetic information, or any other characteristic protected by law.

Job Availability: 

1 positions available.

To Apply

Please submit the Employment Application found at KeystoneScienceSchool.org/Employment. Applications require a cover letter, resume, and 3 references. Applications will be accepted on a rolling basis until all positions are filled. For more information, please contact Human Resources at [email protected].

Application Closing Date: 
Not Specified
Application Contact Email: 
Employment Type: 
Job Region: 
Job Location: 
Keystone, CO
Job Salary Range: 
12
Job Experience: 
1 - 2 years
Job Degree Level: 
High school
Job Starting Date: 
05/01/2020

Job Details

Job Details: 
Marketing
Job Population: 

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