Customer Service Representative - Seasonal

Seasonal Customer Service Representative

Seasonal
• Armada, MI
• Guest Experience Team
• Blake’s Orchard & Cider Mill

Since 1946, Blake’s Orchard & Cider Mill has been a cornerstone of Michigan agriculture and agritourism: an 80-year family operation with deep roots in Armada and a genuine growth ambition. Our mission is to cultivate growth in our people, our community, and our business. Every fall, thousands of guests come through our gates for u-pick, cider donuts, tasting rooms, and the kind of afternoon that becomes a family tradition.

This role sits right where our three pillars meet. The Farm is what guests came to experience, the Community is who fills our grounds every weekend, and Family is how every one of them should feel from the moment they arrive.

Every guest you meet is an opportunity to create something they will remember and to pass on our love of the Orchard. This is not a role for someone who waits behind a counter for questions. It is for someone who goes looking for them.

If you light up a room, remember names after one introduction, and cannot help but ask how someone’s day is going, we want to hear from you.

• Proactively greet guests as they arrive: as well as working from your homebase, walk the grounds, tasting rooms, and retail areas to meet people where they are
• Start conversations, answer questions before they are asked, and point guests toward what they will love including u-pick, tastings, events, and seasonal specials
• Create a warm, energetic, welcoming atmosphere that reflects Blake’s personality at every touchpoint
• Support guests through their whole visit, from the parking lot to checkout, not just at the register

• Actively solicit feedback in the moment: ask how the visit is going, not just how it went
• Drive participation in guest satisfaction surveys and NPS scoring; make it easy and natural for guests to respond
• Capture themes and specific comments including praise, friction points, and ideas, and relay them to the Guest Experience team
• Follow up on detractor feedback in real time when possible, and flag recurring issues early

• Resolve concerns and complaints promptly, with genuine care rather than a script
• Know when to solve it yourself and when to loop in a manager, and follow through either way
• Turn a frustrated guest into a returning one whenever possible

• Share guest insights and NPS trends with the Guest Experience team and Guest Experience leadership
• Learn our full seasonal offering including cider, donuts, u-pick, baked goods, and events well enough to make genuine recommendations. Learning & Innovation starts with knowing the product you are proud of
• Flex across guest-facing areas as fall traffic demands, including weekends, evenings, and peak harvest days
• Take real ownership of your section of the guest experience. Achievement & Accountability means the guests you meet leave feeling better than when they arrived

Backgrounds that succeed here look different: hospitality, retail, events, education, or anywhere else people-first energy is the job. Credentials matter less than how you make a stranger feel in the first ten seconds.

• A natural people-person who starts conversations rather than waiting for them
• Comfortable approaching strangers, working a crowd, and staying upbeat during long, high-traffic days
• Strong verbal communication skills and genuine curiosity about how people’s day is going
• Ability to stay composed and solution-oriented when a guest is unhappy
• Flexibility to work weekends, holidays, and peak fall dates, including some…