Membership Customer Service Rep

Part-time Customer Service Representative

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
  • Handle membership inquiries, answering questions, and explaining benefits
  • Process new and renewal membership sales through the point of sale system
  • Assist members with changes to accounts (level, names, upgrades)
  • Provide additional real time park information (opening/closures, guest events)
  • Convert general inquiries to sales calls; promote other revenue generating opportunities that provide additional support to WCS
  • Transfer calls to appropriate departments regarding other WCS inquiries (Education programs, events etc.)
  • 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
  • Place outbound follow-up calls to ensure member satisfaction
  • Maintain call center database
  • Create, change and cancel member reservations
  • Monitor and respond to incoming emails via Salesforce Service cloud which includes assigning cases to seasonal team
  • Assist supervisor with assigning mail-in forms to seasonal staff daily
• Fulfillment
  • Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail or email, issuance of membership cards
  • Assist with the in-house fulfillment of virtual membership and symbolic adoption orders
• Inventory Management
  • 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.)
  • Issue permanent & replacement cards
• Field Operations Support
  • Reconciliation - correct field errors in system, re-issue cards
  • Onsite customer support when needed (print card, guest pick-up)
  • Uniform distribution for all parks
  • Participate & provide onsite support during member events and activities for existing and prospective members
  • Assist with parking tag distribution for WCS onsite employees