0.0

Job Description

Department:
Member Services

Title:

Part-time Customer Service Representative

Location:

Bronx Zoo

Job Type: Part-time

Pay Rate: $19 per hour.

Reports to:

Senior Manager, Member Services

Position Summary

The Business Services Membership team is seeking a self-motivated, enthusiastic individual

who is able to maintain an efficient & effective office environment, handle operations in a call

center, and provide administrative support to the department management team.

Core

Responsibilities Include:

Customer Service

o Handle membership inquiries, answering questions, and explaining benefits

o Process new and renewal membership sales through the point of sale system

o Assist members with changes to accounts (level, names, upgrades)

o Provide additional real time park information (opening/closures, guest events)

o Convert general inquires to sales calls; promote other revenue generating opportunities

that provide additional support to WCS

o Transfer calls to appropriate departments regarding other WCS inquires (Education

programs, events etc.)

o Provide service recovery - resolve member complaints by clarifying issues; researching

and exploring answers and alternative solutions; implementing solutions; escalating

unresolved issues to an onsite manager

o Place outbound follow-up calls to ensure member satisfaction

o Maintain call center database

o Create, change and cancel member reservations

o Monitor and respond to incoming emails via Salesforce Service cloud which includes

assigning cases to seasonal team.

o Assist supervisor with assigning mail-in forms to seasonal staff daily.

Fulfillment

o Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail

or email, issuance of membership cards

o Assist with the in-house fulfillment of virtual membership and symbolic adoption orders

Inventory Management

o Help track & maintain inventory of supplies & membership collateral (t-shirts, giveaways,

information pamphlets, selling tools, etc.) including symbolic adoption collateral (various

plush, fact cards, certificates, etc.)

o Issue permanent & replacement cards

Field Operations Support

o Reconciliation - correct field errors in system, re-issue cards

o Onsite customer support when needed (print card, guest pick-up)

o Uniform distribution for all parks

o Participate & provide onsite support during member events and activities for existing and

prospective members.

o Assist with parking tag distribution for WCS onsite employees