Visitor Services Representative

Location: Lenox, MA
Sanctuary: Pleasant Valley

About Mass Audubon

Mass Audubon is the largest nature-based conservation organization in New England. Founded in 1896 by two women who fought for the protection of birds, Mass Audubon carries on their legacy by focusing on the greatest challenges facing the environment today: the loss of biodiversity, inequitable access to nature, and climate change. With the help of our 160,000 members and supporters, we protect wildlife, conserve and restore resilient land, advocate for impactful environmental policies, offer nationally recognized education programs for adults and children, and provide endless opportunities to experience the outdoors at our wildlife sanctuaries. Explore, find inspiration, and take action at

About This Position

The Visitor Services Representative performs the day-to-day duties of visitor engagement operations and ensures an overall positive, welcoming, enriching, and safe experience to all of our members, visitors, and guests. The Visitor Services Representative is specifically responsible for providing excellent customer service while greeting and registering visitors in person and by phone, providing orientation to the sanctuary, directing visitors throughout the property and trail systems, answering questions about events and programs, monitoring building and grounds, introducing visitors to the many benefits of Mass Audubon membership, and generally educating guests about Mass Audubon. The Visitor Services Representative has an important and integral role as a welcoming, customer-oriented ambassador of Mass Audubon properties, programs, and mission.

Duties & Responsibilities

  • Greet and provide information to members, visitors, and guests regarding visitor center, sanctuary, trails, programs, and Mass Audubon in general
  • Answer phone calls/monitor voice mails and provide information, guidance and direction
  • Assist with program and camp registrations
  • Update visitor signage, brochures and bulletin board information
  • Understand and promote membership opportunities
  • Use a cash register and credit card machine for sales and admissions
  • Monitor radio and be prepared to serve as primary communication point-of-contact in case of emergency per standing policies and procedures
  • Handle opening and closing procedures including end-of-day register sales tallying
  • Assist with visitor services volunteer training and work cooperatively with volunteers
  • Work with Property staff to monitor visitor areas and trail conditions
  • Provide visitor services duties at other sanctuaries within West Region where necessary
  • Attend meetings and trainings when requested
  • Periodically may be asked to work from greeting table outdoors during special events, etc.
  • Assist in cleaning and sanitation
  • Occasionally assist during peak periods such as holiday weekends or special events
  • Monitor visitor areas at Pleasant Valley Wildlife Sanctuary and other west region sanctuaries
  • Other duties as required


At Mass Audubon, our highest priority is finding the best candidate for the job. Research has shown that people of color and women are less likely to apply for jobs if they don't believe they meet every one of the qualifications described in a job description. We encourage you to apply, even if you don't believe you meet every one of our described qualifications or you have a less traditional background. We are looking for applicants with the following qualifications:

Must Haves

  • At least 18 years of age.
  • Excellent people skills and enthusiasm for a team working environment
  • Reliable and flexible, willing and able to assist on occasional weekends and holidays
  • Organized with strong written and verbal communication skills
  • Strong desire to achieve results in meeting sales goals and demonstrated ability to effectively promote goods or services
  • Office skills including computer, copier, scanning, and phone system
  • Experience with varied computer software programs (Office 365, Outlook, Word, Excel)
  • A demonstrated ability to work well with other staff, volunteers, and community representatives as well as independently when necessary
  • CPR/First Aid Certification or willingness to get certification
  • Ability to relate to a diverse range of people and exercise cultural competence and inclusion

Nice to Haves

  • Associates degree or equivalent experience a plus
  • Customer Service/Visitor Service experience preferred
  • Formal training or other experience in either the natural sciences or education preferred

Compensation & Benefits

This position’s base salary range is $17.25-$18.25/hour; actual salary will reflect level of experience and qualifications relative to position requirements. This is a year-round position and earns vacation time as well as receives paid holidays.

Additional Information

Work Schedule:

Sunday, Monday, Tuesday, Wednesday. Daily schedule to be formalized upon hiring.

Physical Demands
The physical demands listed are representative of those that must be met by the employee to successfully perform the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. While performing the duties of this position, the employee is required to talk, hear, sit, stand, and walk. Occasionally the employee is required to bend/stoop, crawl/kneel, carry, reach, push/pull, walk over uneven terrain, and lift up to 40 lbs. Employee is required to apply limited manual dexterity in combination with eye-hand coordination, such as basic keyboarding, basic hand tools and instruments, filing, operating office equipment, and operating a motor vehicle. Employee must have good vision to read documents for general understanding and for analytical purposes. Occasionally the employee is required to review non-written materials for general observation purposes and for analytical, detailed purposes. Occasionally it is necessary for the employee to differentiate between colors.

Work Environment
The work environment characteristics described here are representative of those that the employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Routinely work is performed within a typical office setting. Occasionally work is performed outdoors with exposure to weather/temperature extremes and extended periods of traversing uneven terrain. Work may require performing responsibilities on evenings, weekends, and holidays.

Tools and Equipment Used
The employee is required to use a personal computer and general office equipment (e.g., telephone, calculator, copier, facsimile, etc.). May require the use of two-way radios for communication with field staff. Requires a valid driver’s license.

Other Requirements:

Employees must successfully complete a CORI and SORI Background Check and a Motor Vehicle Record (if applicable) is required.

Mass Audubon's Commitment To Diversity, Equity, Inclusion, & Justice

Mass Audubon's mission is to "protect the nature of Massachusetts for people and for wildlife" by building a strong coalition of employees, volunteers, and community members. We recognize that the environmental movement and field of conservation have been affected by societal systems that have limited opportunity and access for many people. As a result, Mass Audubon is committed to creating an inclusive environment for all employees and applicants. We are engaged in an ongoing process of organizational assessment and change, designed to remove barriers and create a workplace where all forms of diversity are recognized and valued.

Equal Employment Opportunity Statement

Mass Audubon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. Mass Audubon prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

How To Apply

Please apply on ADP Workforce Now and include a resume, cover letter, and three references with your ADP application:

Melissa Patterson-Serril
Job# 4044