National Outings Customer and Volunteer Care Associate

Job Title: National Outings Customer and Volunteer Care Associate

Department: Operating

Location: Remote

Reports To: Director of National Outings

Context: At the Sierra Club, we believe in the power of interdependence. Together, we remain committed to the fight for a healthy climate built on a foundation of environmental, racial, economic, and gender justice – a future where all people benefit from a healthy, thriving planet and a direct connection to nature. As the climate crisis and deeply entrenched systemic racism all fuel injustice, we will continue to fight for a bold, transformational agenda that recognizes the interconnectedness between our planet, our humanity, and our future. By recognizing that our destinies are tied, we continue to name that all things are fundamentally connected, and the overlap between ecology, race, gender, and representative government will move to either advance our collective humanity or to oppress it. Sierra Club has close to 800 staff across the country and a network of 64 local chapters that are led and fueled by thousands of volunteers. We are also proud to be a unionized employer, with three labor unions representing more than half of our employees.

Scope: The National Outings Customer and Volunteer Care Associate plays a pivotal role in fostering a seamless and enjoyable experience for participants in the National Outings program. Their responsibility extends beyond mere customer service; they serve as the welcoming face of the program, ensuring that every participant feels valued and respected.

Upon initial contact, the Customer and Volunteer Care Associate creates a warm and supportive environment, setting the tone for a positive interaction. They actively listen to participants' and volunteers' inquiries and requests, demonstrating empathy and understanding. The associate promptly responds with accurate and helpful information, ensuring that the participant feels heard and supported.

Their exceptional communication skills shine through as they provide clear and concise instructions regarding the registration process and trip details. They anticipate and address potential questions, ensuring that participants comprehensively understand the National Outings program and its policies.

The Customer and Volunteer Care Associate proactively addresses any issues or concerns that participants may encounter. They are dedicated to finding creative solutions, leveraging their knowledge and resources to ensure that participants have a positive and memorable experience.

The Customer and Volunteer Care Associate's responsibilities extend beyond immediate participant interactions. They actively contribute to the overall success of the National Outings program by collaborating with various teams to identify areas for improvement and develop strategies to enhance the participant experience. Their insights and feedback are instrumental in shaping the program, ensuring its relevance and responsiveness to participant needs.

Customer and Volunteer Care Associate leaves a lasting impression on participants through their dedication and unwavering commitment to excellence. They embody the values of the National Outings program and the Sierra Club, leaving participants feeling valued, respected, and eager to embark on future adventures.

• CRM and Salesforce management. Enters reservations, processes payments, and updates contact information in the database. Issues and tracks trip credits and gift certificates as necessary.
• Customer service. Provides daily customer service support to Outings participants primarily by responding to customer phone calls and emails. The Associate will also support and assist customers experiencing a range of issues, including but not limited to, answering various and routine questions, providing trip details, billing adjustments, registration process adjustments and special requests, instituting cancellation fees, and fielding complaints and disagreements. The Associate will be responsible for collaborating with other team members when cases need to be escalated and will work with the director on resolutions to those cases.
• Office administration. Distributes publicity and reservation materials regularly to participants. Produces and submits a weekly roster(s) for international trips to our underwriter for International Evac Insurance.
• Meeting organizer. Contributes to organizing volunteer in-person meetings and working with volunteer leadership on food, drinks and other meeting needs.
• Collaborates with other team members and volunteers to ensure a seamless customer experience.
• Department Liaison. Collaborates with various teams to identify areas for improvement
• Partner with our National Outings Volunteer Care Team to ensure that the customer service needs of our volunteer trip leaders are also met, and work on various crossover projects.
• Serves as a team and collaborating member for Outing’s user support tool by responding

• Ready to work from 8:30AM - 5PM M-F, Pacific time.
• Experience with Salesforce, Jira, and Customer Relationship Management systems.
• Strong communication and customer service skills.
• Attention to detail.
• Ability to manage multiple tasks at once.
• Strong problem-solving skills.
• Proficiency in Microsoft Excel and Google Sheets.
• Experience with data management
• Ability to work collaboratively on a small team.
• Commit to continuously deepening and evolving your understanding of systems of oppression through study, openness, and humility. You easily recognize your own relationship to privilege and power, examining and shifting your behaviors as appropriate.
• See mistakes as opportunities for growth, problems as catalysts for solutions, and inspire others along the journey. You carry a constructive approach, a can-do attitude, a sense of humor, and authentic kindness wherever you go.

• Customer service experience: the ability to engage with members, participants, Sierra Club members, and donors while maintaining composure.
• Experience in volunteer support and engagement
• Knowledge of outdoor recreation and basic geography.

To Apply

The Sierra Club provides equal employment and advancement opportunities to all staff members. Employment decisions are based on merit, qualifications, lived experience and skills. The Sierra Club does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, national origin, immigration status, socioeconomic status, ancestry, age, size, sex, sexual orientation, gender, gender identity, familial status, veteran status, disability, AIDS/HIV status, medical condition, prior conviction, arrest history, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, or any other characteristic protected by law.

The Sierra Club values applicants who are people that identify as Black, Indigenous, and other minoritized groups; women; queer, transgender, gender non-conforming, and gender fluid people.

Explore, enjoy, and protect the planet.