Customer Service & Event Admin Assistant

Customer Service & Event Admin Assistant

The Customer Service & Event Admin Assistant is the organized support hub for the events team. This role answers phone calls and emails from guests, builds and updates staff schedules based on the Director of Events’ staffing plans, tracks hiring and onboarding paperwork, prepares check‑in materials for event days, and provides hands‑on event support such as setup, tear‑down, and gathering materials as needed.

The Assistant helps keep details on track so that the Director of Events and Guest Experience Lead & Trainer can focus on planning and delivering exceptional experiences.

• Answer the main phone line during scheduled hours and respond to general email inquiries with a friendly, professional tone.
• Use established policies and templates to assist guests with basic questions about dates, times, directions, policies, and accessibility.
• Process simple ticket adjustments within Nickel Plate’s guidelines and route complex issues to the Director of Events or Executive Director as needed.

• Maintain staff availability lists for onboard and railbike team members.
• Build and update schedules for seasonal guest services staff using the staffing plans and priorities set by the Director of Events.
• Communicate schedule changes and confirmations to staff in a clear, timely manner.

• Post seasonal job listings as directed, track applicants, and coordinate interview scheduling.
• Collect and organize onboarding paperwork for new hires, ensuring forms are complete and properly filed.
• Maintain basic records of staff contact information, roles, and training attendance.

• Prepare check‑in lists, railbike manifests, seating charts, staff rosters, and other event‑day documents.
• Print and assemble training materials, run sheets, and signage as needed.
• Assist with simple data entry related to attendance, event metrics, and guest feedback.
• Support event setup and tear‑down
  , including:
• Setting out signage, check‑in materials, and small décor items.
• Restocking supplies for check‑in and guest use.
• Helping reset spaces at the end of events as directed.
• Assist with acquiring and organizing event materials
  , such as office supplies, craft items, or small décor, following approved purchasing procedures.

• High school diploma or equivalent
  required
  .
• Additional coursework or experience in office administration, hospitality, or event support
  preferred
  .
• Previous customer service or administrative experience is strongly preferred.

• Frequently required to sit at a desk and use a computer, phone, and other standard office equipment.
• Occasionally required to stand, walk, and assist on‑site during check‑in or event support duties.
• Occasionally lift and carry boxes of supplies, printed materials, or light décor items up to approximately 20–25 pounds.
• Occasionally required to carry items up multiple sets of stairs, including items up to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily office‑based with regular computer and phone work.
• Occasional work at the depot, platform, train cars, or other event spaces to assist with check‑in, setup, materials distribution, and tear‑down.
• Some exposure to outdoor conditions and event‑related noise when assisting on‑site.
• Schedule will include consistent weekday hours with occasional evenings or weekends during peak seasons, as agreed.