Customer Contact and Membership Coordinator - Fair Oaks Farms : Job Details

Select Milk Producers is one of the nation's largest and most progressive dairy cooperatives, with 32 wholly owned subsidiaries, 12 processing plants, and 8 joint ventures including Fair Oaks Farms, Continental Dairy Facilities, Continental Dairy Facilities Southwest, Mill Haven Foods, Select Custom Solutions, GreenLink and Select Services. With over 1,000 employees, the Select Milk family of companies impacts all aspects of the dairy farm business and at the heart of our family of companies, is you.

We strive to go above and beyond what's expected in providing for our families, leading our employees, caring for our land and animals, serving our customers, producing quality milk, and serving one another. This commitment is more than our business, it's in our culture and our character. We believe in being accountable, in doing what's right, in performing at our best, in setting a higher standard.

Select Milk Producers and its subsidiaries offer attractive compensation and a best-in-class benefits package that includes but is not limited to medical, vision, dental, life insurance, and more that can be tailored for you and your family. Other benefits for eligible employees include 401(k) up to 6% company match, life and disability insurance, and paid holidays & vacation. We are proud to promote an equal employment opportunity workplace.

About Us: At Fair Oaks Farms, we provide an immersive experience where guests come to explore family-owned farms and reconnect with nature, animals, and our planet. Recognized as the #1 agritourism destination in the Midwest, we provide an escape to the country with acres of great fun, fresh food, and learning for the entire family. Our scenic campus includes a variety of offerings, enrichment programs, tours, and a connection to the community where our guests can learn about our animals, farming practices, and nutrition. We offer multiple elegant event spaces that accommodate everything from conferences to weddings and concerts. We delight our guests with our kitchen's mouth-watering farm-to-table food and provide relaxing accommodations with our on-site hotel. But our greatest strength is our founder-led team. It is the passion, entrepreneurial mindset, and hard work of over 300 dedicated team members that make a difference in the lives of our guests. Working together as a family, our team brings forth the enthusiasm, creativity, and collaboration to provide an exceptional agritourism experience for our guests and fulfill our vision to feed the world's heart, mind, and body.

Fair Oaks Farms is proud to partner with Select Milk Producers, which is one of the nation's largest and most progressive dairy cooperatives, with over 110 family-owned dairies, 32 wholly owned subsidiaries, 12 processing plants, and 8 joint ventures with other major food/beverage producers.

Title: Customer Contact and Membership Coordinator

Reports to: Guest Relations Manager

Status: Fulltime, Hourly, On-site

Schedule: Weekends Required

Description:

Main Point of Contact for Guest Email and Calls

* Acts as main operator for FOF general phone line, implementing call tree automated routing as necessary, and responding to voicemails in a prompt, timely manner.

* Acts as main operator for [email protected] email address and responds to all emails in a prompt, timely manner.

* Adjusts and edits off hours automated messaging system as needed.

* Thoroughly familiarizes oneself with phone system administrator portal.

Manage and facilitate customer complaints and requests:

* Acknowledges all guest complaints or requests received through main line phone and information email address.

* Addresses and resolves issues or needs as possible working with appropriate internal parties.

* Escalates issues or needs to internal managers when needed.

* Logs, tracks, and follows to completion all issues received via phone or email whether or not they have been escalated to another internal party.

Reporting Duties

* Logs customer contacts from phone and email.

* Assists Guest Relations Manager and Museums Director with daily admissions and attendance tracking, reporting, and projecting.

* Organizes reports with information collected from guest surveys performed in the admissions office.

Membership Management

* Internally promote and encourage membership sales to teams across campus.

* Propose membership promotions and sales strategies to sales and marketing teams

* Propose membership perks, events, and benefits to department managers.

* Coordinate and own any approved membership events.

* Coordinate contacting of all members with expiring memberships.

* Manage guest concierge phone as main point of contact for Advocate for Agriculture Donor level members

* Develop and implement future member newsletter.

Additional Duties

* Learn functions of admissions clerks and assist in giving breaks as needed.

* Assist with group coordination and booking as needed.

* Offer administrative assistance to entire department as available.

Desired Experience/Education/Skills

* Experience interfacing with general public. Preferably in an experiential setting.

* Strong understanding and experience with Microsoft office suite.