Receptionist, Customer Service​/HelpDesk

POSITION SUMMARY This role serves as the central communication and coordination hub for the Shepherd of the Hills main office. The ideal candidate is professional, calm under pressure, and passionate about delivering exceptional guest experiences. You will handle a wide variety of administrative, ticketing, and guest relations responsibilities while supporting multiple departments and supervisors throughout the day.

Office & Administrative Support Answer and direct all incoming phone calls to the main office promptly and professionally

Receive, sort, and distribute all incoming mail and packages; coordinate inbound shipments and deliveries

Maintain organized records and assist with general office administration as directed

Accounts & Financial Support Assist with accounts receivable functions, including tracking payments and supporting billing processes

Process ticket refunds and maintain accurate documentation of transactions

Ticketing & Reservations Manage the company's information and ticketing email inbox, responding to inquiries about ticket packages, shows, and attractions in a timely manner

Handle inbound ticketing calls to assist guests with reservations, group sales inquiries, and package questions

Apply sound judgment when processing guests requests, balancing guest satisfaction with company policy

Guest Services & Complaint Resolution Serve as a primary point of contact for guest complaints and concerns, handling each interaction with empathy and professionalism

De-escalate upset or dissatisfied guests with patience, clear communication, and effective problem-solving

Issue resolutions within established authority levels; escalate as appropriate

Follow up with guests as needed to ensure satisfactory resolutionREQUIREDPass background check

Prior office or administrative experience

Strong verbal and written communication skills

Must be self-directed and able to work without close supervision, staying on task and adapting quickly when priorities shift or interruptions occur.

Ability to multitask and remain organized in a fast-paced, multi-department environment

Ability to work effectively under the direction of multiple supervisors

Sound judgment and decision-making skills, particularly in guest-facing situations

Professional phone manner and customer service demeanor

Proficiency with basic office technology (email, phone systems, computer)
PREFERRED Previous experience in guest services, hospitality, or tourism

Experience in ticket sales or reservation management

Background in accounts receivable or basic bookkeeping

Familiarity with complaint resolution and de-escalation techniques

Experience working in a multi-venue or seasonal operationKEY COMPETENCIESGuest-first mindset with a calm, solutions-oriented approach

Strong organizational and time management skills

Adaptability and willingness to support varied tasks across departments

Discretion and professionalism when handling sensitive information or escalated situations

Collaborative team player who thrives in a dynamic, family-oriented culture
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