Adventure Coordinator

Northeast Whitewater is a family oriented, nature based outdoor adventure destination that inspires vacationers, families and youth groups in outdoor educational pursuits, through guided interpretation on eco-tours, water trips, whitewater rafting, wildlife and moose watching, at Northeast Whitewater Lodge, Campground & Guide Service at Moosehead Lake, Maine.

"Our company is in the middle of an exciting period of growth and we have tons of opportunities for employment in all corners of the company. We now have two operating locations, one in Shirley covering the Moosehead Lake Region and our second in The West Forks. Out of both locations we offer a wide variety of guided activities, including whitewater rafting on four different rivers, moose safaris, outdoor educational programs and much more! Both locations also offer unique lodging opportunities. Our staff is a tight knit group that loves sharing their passion for Maine's outdoors with all of their guests! Our employment opportunities include food service, housekeeping, whitewater guiding, recreational guiding, and adventure coordinating which keeps it all going!" - Derek Heady, Operations Manager at Northeast Whitewater

JOB SUMMARY: Adventure Coordinator/Customer Service Specialist

Customer service specialist for Northeast Whitewater store, campground, and trips. Answers guests’ inquiries in person, via phone and email, and directs guests to appropriate activities, services and area information. Plans guest activities and lodging with Northeast Whitewater and provides information about the area. Oversees the overall guest experience through all points of contact (phone, online, and in person) to ensure customer satisfaction and fulfilling expectations and satisfaction of our visitors and guests at our outdoor adventure resort.

PRIMARY RESPONSIBILITIES

· Answer phones, greet customers, and respond to customer requests.

· Check in the campground and yurt guests.

· Place customer orders for trips and lodging at Northeast Whitewater. Refer to area lodging options as needed.

· Handle reservations from the first point of contact via phone or through our online reservation program, to include reservation confirmations are sent accordingly and charges are handled appropriately.

· Upsell additional trips, tours and/or lodging options to provide the best overall guest experience; example private rafts, yurt lodging stay, and trip photos.

· Identify, research, and resolve customer inquiries to provide information to fulfill a positive guest experience.

· Respond to customer reviews

· Check in on housekeeping assignments to ensure team members are following through with guest satisfaction, front desk/store/campground cleanliness.

· Transfer customer calls to appropriate manager on duty, if unable to resolve on own.

· Work directly with the General Manager to ensure guest trip experiences are positive, and the day-to-day trip functions flow smoothly in the store and around the facility.

ADDITIONAL RESPONSIBILITIES

· Operation of point of sale in store and online. Up keep on retail merchandising and store appearance.

· Plan, create, and publish content to social media platforms on a weekly basis that promotes products and services, increases brand awareness, and encourages customer engagement.

· Write informative and engaging blog articles to help promote Northeast Whitewater products and services and answer guest questions.

· Housekeeping duties may be integrated into some shifts as needed.

· Ability to explain Northeast Whitewater policies to guests and handle guest grievances or dissatisfaction effectively.

· Receive UPS and FedEx shipments and place them in the facility, as needed.

PREFERRED KNOWLEDGE AND SKILLS

· Creative writing skills.

· Proficient with social media platforms and related content.

· Professional verbal and written communication skills.

· Kindness and overall compassion for people, with the ability to listen to their needs.

WORKING CONDITIONS

· Full-time and Part-time seasonal position(s), with the potential opportunity for year-round employment.

· Requires some weekends, holidays, and evenings.

· Fast-paced office environment.

· Extended periods of time working directly on the computer and phone during busy call times.

· Standing for periods of time at the front desk in the store.

· Walking to and from the campground and bathhouse daily.

· Ability to lift 25lbs typically firewood bundles for guests.

· Adheres to the company dress code.

SKILLS

· Flexibility with a positive attitude is key.

· Ability to handle a fast-paced, varied, and busy work environment.

· Ability to multitask and prioritize duties required.

· Ability to work alone and to be self-motivated and organized.

· Positive teamwork attitude.

· Customer service is top priority

COMPANY STANDARDS

All company information including but not limited to records, data, procedures and operations as well as any information, data and records pertaining to owners, guide’s, temporary help, clients, customers, vacation guests, vendors, contractors and all employees will be kept strictly confidential during the entire period of employment as well as after termination of employment. The highest standards of accuracy will be maintained in all data recorded and work performed. All temporary help, property owners, guide’s, clients, customers, vacation guests, vendors and contractors and any other person contacted on the telephone or in person will be treated in a friendly, personable and professional manner. Neat and well-maintained attire, hair and appearance to be maintained at all times.

Job Types: Full-time, Part-time, Temporary

Pay: $16.00 - $18.00 per hour

Benefits:

• Employee discount

Schedule:

• Holidays
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Ability to Relocate:

• Shirley Mills, ME 04485: Relocate before starting work (Required)

Work Location: In person