Seasonal Bilingual Customer Experience Specialist

About Keystone Science School 

With the outdoors as a backdrop for learning, Keystone Science School inspires curiosity and critical thinking through the lens of science to change lives and strengthen communities. KSS offers a variety of adventure and traditional camp activities within a structured environment designed to allow each camper and participant to understand their potential. In all programs, campers and participants will create lifelong friendships, explore and learn about the natural world, and gain leadership and wilderness skills.  For more information go to keystonescienceschool.org 

With a staff that cares deeply about social justice and racial justice, we believe that diverse perspectives and backgrounds create a rich work environment and enhance our ability to pursue our mission. We are committed to building an organization with raised consciousness in order to impact how we work with clients, as well as how we work together as a team. 
 

Position Overview

This is an entry-level position with growth opportunities within an Outdoor Education organization. This position will be a member of a small team that focuses holistically on all aspects of the customer experience and journey and will be an integral part of how customers perceive Keystone Science School.
 
Keystone Science School (KSS) runs on-campus and camping-based Outdoor Education field trips for schools from August to May as well as overnight educational programs. For Summer, KSS runs a full suite of summer camp and adventure programming. Due to the dual nature of the organization, the duties of the Customer Experience Specialist will vary based on season. 

The job duties of this position are performed personally, in cooperation with your supervisor, and/or in coordination with other staff. Additional work functions and duties may be assigned.
 

Essential Duties and Responsibilities

Participant Communication

• Communicate with participants through phone, in-person, and written mediums, which includes answering programmatic and logistics questions;
• Partner with the Customer Experience Manager and Program Managers to increase registrations for programs, such as Camp Programs and Girls in STEM, through email, online chat applications, and phone;
• Communicate programmatic logistical information to the programs team 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

• Work with accounts receivable for fee-for-service programs, which includes reporting and collections of any current or late balances;
• Create and distribute group program agreements and deposit information;
• 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.

Promotion and Outreach

• Attend various marketing and outreach events such as First Fridays, Farmers Markets, and other events;
• Design outreach for programs as well as organizational efforts;
• Creating relationships with organizations to help assist within our community;
• Potential facilitation of programs;
• Blog and content creation for website and email campaigns
• Other duties as assigned.

Professional Performance

• Adhere to all Personnel Policies and Procedures for the organization.
• Maintain professional standards of performance, demeanor, and appearance at all times; act as a “role model” both at and away from the organization.
• Maintain a creative, team-building approach to job performance and seek to bring a constructive, problem-solving orientation to all tasks.
• Perform all tasks and responsibilities with attention to detail and in a complete and timely manner, complying with organization policies and standards and conforming to the scheduling requirements of the job and program.
• Maintain an awareness of the organization’s mission and work to promote the positive individual and social change goals it embodies.
• Exercise discretion and professional judgment at all times keeping with the responsibilities carried personally and by the organization for the care and welfare of the clients; act with honesty and integrity in all aspects of the organization's business.
• Actively strive to upgrade professional skills through engaging in appropriate professional training and experience.
• Actively strive to create and maintain a culturally sensitive, justice-centered, and appropriate environment through communication and interaction that demonstrates respect for diversity, and socio-economic and cultural differences, and that fosters a work environment where people from all backgrounds are welcomed and valued.

Other duties may be assigned

Our required education, experience, and certifications:

• Bilingual (Spanish);
• High School Diploma or GED;
• Must be able to successfully pass a comprehensive background check.
• Must be computer proficient and possess experience with Google Suite, Asana, Slack, Salesforce, or similar software and able to learn new software as needed.  
• Excellent written and verbal communication skills including writing and report development.
• Ability to implement the organization's vision, mission, values, and strategic plan.
• Ability to handle multiple tasks and to assess and change priorities based on organizational needs.
• Strategic thinker who communicates professionally and effectively with diverse staff, volunteers, donors, prospects, and community stakeholders.
• Ability to maintain consistent exercise of discretion and confidentiality in the performance of duties.
• Ability to work with a high degree of autonomy, and initiative and exercise personal judgment in a fast-paced environment with a strong sense of humor and integrity.
• Superior skills to organize, plan, and execute the full scope of required programs.
• Bilingual in English/ Spanish is desirable.
• Knowledge of outdoor education and K-12 science education is desirable.
• Candidates must be 21 years of age and possess a Colorado driver’s license, meet extensive background check criteria and criteria regarding clearance to drive KSS vehicles.