Customer Service Manager At Treetop Adventures

Tree Top Adventures- Canton, MA

$63,000 a year plus benefits: (company laptop, company iPhone, 65% Medical Plan (if you qualify), end of year bonus up to $10,000 pending performance.

About TreeTop Adventures

TreeTop Adventure is looking for a qualified candidate to join an exciting new business in the Boston area- an Aerial Ropes Course with a combination of Challenge Elements and Ziplines that participants navigate from tree platform to platform. A job with TreeTop Adventures provides the opportunity to launch or advance a career in the popular and rapidly growing Recreation/Adventure Course Industry.

We are seeking a full-time Customer Service Manager in Canton, MA Flagship Park- TreeTop Adventures at the Irish Cultural Centre on Rt. 138 at 200 New Boston Drive in Canton, MA. TreeTop Adventures opened on July 2m 2016. We are at the beginning of our 7th successful season. Last year we had over 50,000 climbers climb and enjoy our aerial adventure park. This is a year-round position that reports to the Owner and will join a 4-Person Senior Management Team Comprised of: Owner- Topher Kerr, the Internal Operations and Sales Manager, The Course Operations Manager and another Customer Service Manager.

During the season (April 10th-November 15th), there is a great staff of 50 employees. The Customer Service Manager will be supervising several key aspects of the Front Desk, Registration and Customer Experience. We are Boston's #1 Aerial Adventure Park.

Join our team of experience outdoor enthusiasts and be part of a growing small business that loves its employees as much as it loves working in the outdoors!

Job Description:

• The Customer Service Manager is a key member of the Senior Management Team. The ideal candidate will have at least 7 years of work experience and a strong track record working in small businesses where customer service has been a premium and leading youthful high energy teams. Key aspects and responsibilities of this position are:
• Managing and consistently setting high expectations for our Customer Service every shift. We take pride in both the quality and quantity of our reviews on Google, Facebook and Tripadvisor.
• Front Desk Management: Train and supervise the TreeTop Hosts in the customer check-in and registration process. Manage the front desk and customer experience. Continue to improve and streamline the check-in/registration process. The Customer Service Manager serves as a leader and mentor to inspire the staff, most of whom are High School and College part-time seasonal workers.
• Homebase: We use the HomeBase App for our staffing schedule and internal communications. The Customer Service Manager will become quickly fluent in Homebase and will consider potential opportunities to improve and develop our staff-wide communications and, in turn, our overall business.
• Hiring: The Customer Service Manager will work closely with the other Customer Service Manager to coordinate, reply, and schedule interviews for new hires. Other Senior Staff will assist with the interview process. In addition, the Customer Service Manager will manage the training of all TreeTop Hosts and Assistant Trail Monitors, and continue to seek out new ideas and strategies to improve that training.
• Positive Energy and Professionalism: The Customer Service Manager is responsible for cultivating a positive work culture and creating a strong team dynamic among all staff. In addition, the Customer Service Manager must set and maintain high expectations for our customer experience throughout every shift.
• 5-Person Management Team: As a member of a 5-person Management Team, the Customer Service Manager will partner effectively, communicate consistently, and develop a sense of ownership and accountability with the other Customer Service Manager, the Internal Operations and Sales Manager, the Course Operations Manager and the Park Owner to ensure effective implementation of the customer experience, customer flow, park operations, promotions, programs and training.
• The Customer Service Manager will work closely with the Internal Operations and Sales Manager regarding Staff Schedules, groups and field trips, birthday parties, utilizing and optimizing Flybook (the park's online reservation system), promotions, events, website updates, and merchandise from our small store.
• Vendor Relations: The Customer Service Manager will help to coordinate some of our ordering and work with outside vendors or contractors assuming approval of the Park Owner.

Job Requirements:

• Strong work ethic, professionalism and personal motivation are a MUST
• 7 years of managerial experience with demonstrated skills in: customer service, hiring staff, designing and delivering staff training, and maintaining a professional work environment
• College Degree continuing education, certifications or Graduate School
• Strong Communication Skills (both verbal and written) and a love of connecting people with the great outdoors
• Demonstrated customer service background
• Strong computer skills (Excel, Photoshop, WordPress, Flybook...)
• Interest and/or skill set in digital photography, which could become part of our website and our customer experience using a platform that connects to Flybook.
• Willingness and ability to work long hours during the high season
• Willingness to work outdoors in both high and low temperatures
• Willingness to travel on occasion for trainings
• Experience managing and/or working wiht High School and College-aged individuals
• Required CORI background check; may be subject to drug test
• Climbing/Ropes Course experience not mandatory, but a willingness to climb at TreeTop is mandatory upon occasion

Work Schedule/Flow

• High/In-Season (April 15- November 15): When TreeTop is Open the Customer Service Manager will work a typical Hospitality/Weekend based schedule (Thurs-Mon./ Wed.-Sat. at the park either AM or PM shifts (TBD with other Customer Service Manager), and then either Tues-Wed, or Mon-Tues off)
• Thanksgiving-January 15th: OFF (6 Weeks of paid fixed vacation)
• Low Season (January 16-April 15): Working from home mostly on hiring, new staff trainings and employee paperwork.

Benefits:

• Salary Range: $63,000 base, plus end of season bonus up to $10,000.
• 1-week paid vacation off-season (Thanksgiving-MLK Day)- Might have a few Staff Meetings.
• Health Insurance (company subsidizes 65% of an individual plan, 50% family)
• Work Outdoors for a young successful company
• Flexible year- round Work Schedule
• Member of a small progressive management team for Boston's #1 Aerial Adventure Park
• Gain significant career experience in the rapidly groups Recreation/Adventure Course Industry

About TreeTop Adventures: TreeTop Adventures is an “Aerial Adventure Park,” perfect for ages 7 to 70 of any ability. It is located in the trees at the Irish Cultural Centre in Canton, MA. It consists of over 140 platforms installed in the trees and connected by various configurations of cable, wood, and rope to form bridges and zip-lines. Groups of these bridges or "elements" link together to form separate trails through the trees. Although every course has zip-lines, there is much more fun than just zip-lining to be had! There are 10 trails in total with challenge levels suitable for every age and skill level – from beginner to expert. Each person selects the trail(s) they want and climbs at their own pace. All of our participants receive a thorough briefing before climbing. Customers wear state-of-the-art full-body harnesses and use the industry’s gold standard safety clips (RPE Lock’D Clips, which are the 2nd generation of the Bornack SSB clips) to lock onto the lifelines throughout each trail in the trees. Our staff demonstrates how to use the equipment and our "always locked on" climbing system. TreeTop Adventures is all about active participation as there are no motorized rides in the park. The trails are designed for everyone to enjoy, and designated as Yellow, Green, Blue, and Black – similar to ski trails. As one progresses through the difficulty levels, the bridges require more balance, agility, focus, and arm strength. There is no 'correct' way of crossing the bridges as each bridge calls upon the climber to find their own mix of strategy, balance, and strength to proceed from platform to platform.

** Please include: Resume, Cover Letter & Three Professional References**

Salary : $10,000 - $63,000