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Job Title: Bilingual Customer Experience Specialist

Compensation: $23.50- $25.50/hour

Housing Available: No

Reporting to: Customer Experience Manager

Direct Reports: None

Position Summary:

As the first point of contact for families at Keystone Science School (KSS), the Customer Experience Specialist plays a vital role in shaping both first and lasting impressions. This position ensures a seamless and welcoming experience by guiding families through key processes such as check-in, check-out, and program logistics while delivering clear and professional communication. 

Additionally, the role is responsible for maintaining essential systems, upholding compliance with administrative policies, and streamlining operations to enhance efficiency. By balancing customer service with operational oversight, this position contributes to a positive and coordinated experience for all KSS participants.

Key Responsibilities:

Key Operations and Compliance

• Manage participant registration and payment processing, including tracking outstanding balances.
• Facilitate program check-in and check-out for participants.
• Manage lost & found, attendance tracking, and administrative policies (e.g., cancellations, refunds).
• Ensure all required forms and documents are submitted before participation.
• Oversee paperwork collection and distribute necessary information to internal teams.

Customer Service & Communication

• Serve as the primary point of contact for families via phone, email, and in-person interactions.
• Answer questions about programs, logistics, and policies with clarity and professionalism.
• Assist in executing strategic, customer-focused communication efforts.

Data Management & Analysis

• Send, collect, and analyze survey data to enhance programming.
• School Store & Administrative Support
• Support the KSS School Store by handling inventory, purchases, and online orders.
• Provide general office support, including mail distribution and supply management.
• Assist in program promotion and organizational outreach efforts.

Skills

• Fully Bilingual (Spanish/English).
• Strong command of communication, writing, in Spanish and English.
• Professional phone and email etiquette.
• Proficiency in Microsoft Office 365, Google Suite, Asana, Slack, and donor database software.
• Multi-task efficiently while managing a high-volume workload in a fast-paced, changing environment.
• Ability to effectively interact with people of diverse backgrounds and different levels of experience.

Education, Experience, and Certifications

• High School Diploma or GED.
• 1+ years of professional customer service experience.
• Ability to pass a comprehensive background check.

Physical Requirements 

• Dexterity, auditory and visual acuity to operate computers and phones or mobile devices.
• Auditory and visual acuity to interact with guests and clients on a daily basis.
• Able to work for long periods of time without a break during the conduct of presentations and events.
• Able to lift 25 lbs. with minimal assistance.
• Able to successfully manage multiple, high-priority tasks in a fast-paced environment.

Keystone Science School: Who We Are

Keystone Science School (KSS) ignites curiosity and critical thinking through hands-on, nature-based learning. Nestled at 9,200 feet in Colorado’s Rocky Mountains, our 23-acre campus serves as a hub for immersive, inquiry-driven experiences. Since 1976, we have combined outdoor adventure with STEM education, empowering students, teachers, and communities. Our programs—including summer camps, school-based learning, and outdoor education—promote scientific exploration, leadership, and environmental stewardship. With modern log-style dorms, a dining hall, an outdoor amphitheater, and an observatory, KSS provides an inspiring setting for discovery.

Benefits for Year-Round Staff 

At KSS, our staff are essential to our mission. We are proud to offer rewarding benefits including professional development opportunities and those listed below. 

• Paid time off including PTO, sick leave, and holidays
• Comprehensive medical, dental, and vision insurance
• 401(k) with 3% Employer Match
• Employee Assistance Program (EAP) 
• Hybrid work options
• Weekly staff lunches
• Short and long term disability (STD/LTD), Paid Family Medical Leave and life insurance
• Outdoor retailer discounts and discounted ski pass opportunities

Work Schedule and Environment

During the School year this position primarily operates in an open office environment, typically from 9:00 AM to 5:00 PM, with flexibility based on events or business needs. KSS offers a hybrid work model, requiring in-office presence on Mondays and Tuesdays, with the option to work remotely two days between Wednesday and Friday. In the summer this position follows a 4-day, 10-hour workweek (4/10 schedule), combining office-based work with outdoor responsibilities in the summer. The office is an open, shared space, requiring the ability to focus while working in close proximity to teammates. Noise levels are generally moderate but may vary seasonally based on program activities and staffing. Occasional schedule adjustments may be necessary based on program needs.

Equal Employment Opportunity

Keystone Science School is committed to building a diverse, equitable, and inclusive community, and we seek to recruit, develop, and retain the most talented people from a wide variety of backgrounds. We prohibit discrimination and harassment of any type, without regard to race, color, national or ethnic origin, sex, gender identity or expression, sexual orientation, pregnancy, age, religion, disability, veteran status, genetic information, or any other characteristic protected by law.