Contact Center Quality Analyst, Sr. jobs in Windham, ME

Contact Service Center Coordinator

Location:          Joe Dodge Lodge at Pinkham Notch Visitor Center 

Reports to:       Contact Service Center Manager         

Hourly rate:      $15.00- $17.00

Summary Description:

Founded in 1876, the Appalachian Mountain Club is America's oldest conservation, education, recreation organization. We promote the protection, enjoyment, and understanding of the mountains, forests, waters, and trails of the Appalachian region. We believe these resources have intrinsic worth and provide recreational opportunity, spiritual renewal, and ecological and economic health for the region. Because successful conservation depends on active engagement with the outdoors, we encourage people to experience, learn about, and appreciate the natural world. For a complete description of the AMC and its mission and programs, please visit us at www.outdoors.org.

Duties and Responsibilities:

This is a year-round, non-exempt, hourly position with excellent benefits. Working in the Contact Service Center, based in Joe Dodge Lodge at the Pinkham Notch Visitor Center, the Contact Service Center Coordinator's primary responsibility is to fulfill the needs of AMC’s members, guests, and potential participants of our programs, to provide basic information, and destination details in a courteous and professional manner. This includes all aspects of processing requests and communicating on the phone, on-line, and in-person. We process reservations for AMC huts, lodges, cabins, programs, and the hiker shuttle. Other responsibilities include processing memberships online and over the phone, providing accurate and comprehensive trip and safety advice; performing Joe Dodge Lodge front desk duties; and assuring that our members and guests receive outstanding customer service and exceptional experiences with the AMC.

Qualifications:

• Positive & proactive attitude regarding AMC mission, destinations, and programs is required.
• Customer service and/or sales experience is required.
• Computer literacy, proficiency in MS Word and Excel, and effective typing skills are required.
• Excellent communications skills required.
• Ability to multi-task required.
• Commitment to being a team player within a detail-oriented, fast-paced environment is required.
• The ability to work alone and stay on track
• Scheduling flexibility to work weekends, evenings, and holidays is required.
• High school diploma or GED is required.
• Knowledge of White Mountain National Forest area is required.
• Experience in an office environment is recommended.
• Physical Abilities required: Work is performed in a standard office setting, using standard office equipment. Must be able to stand, sit, climb stairs, and lift up to 25 pounds from floor to waist height.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.

Compensation and benefits:

• Salary Range: $15.00-$17.00/Hour 
• Group Health Plan: 73.2% employer paid  
• Optional Vision Insurance                                          
• Optional Dental Insurance                                                     
• Group Life Insurance: 100% employer paid                        
• Long Term Disability Insurance: 100% employer paid              
• Matching 403(b): 4% with vesting schedule
• Vacation: Three weeks accrued each year to start
• Holidays: Ten paid holidays per year
• Free use of AMC Destinations
• Free annual AMC membership
• Prodeals discounts on equipment and gear

To Apply:

Please include a resume and cover letter. No phone calls please.

AMC welcomes all qualified candidates to apply and we invite the full participation of all individuals currently underrepresented in the outdoor community. This includes, but is not limited to, individuals from racially and or ethnically diverse communities, individuals with disabilities, individuals from LGBTQ communities, and individuals who experience intersectionality with one or more of these identities. 

Staff will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The AMC will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. An accommodation or exemption from the vaccine requirement will be considered if one is available that would not pose a direct threat to others in the workplace and would not create an undue hardship for the organization.

The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons, or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.