Call Center Agent

Job Duties and Responsibilities

• Communicates effectively with members and guests via phone, email, and in person, providing accurate information about Zoo programs, visitation, and available products.
• Delivers outstanding customer service aligned with Houston Zoo’s core values, ensuring positive, professional interactions with internal and external guests.
• Processes registrations and reservations for on-site activities such as School Field Trips, Kids’ Birthday Parties, and other programs.
• Participates in data management and accurate record‑keeping via Galaxy and Microsoft Dynamics 365 CRM.
• Maintains current knowledge of Zoo programs, services, and products by attending daily start‑up meetings and reviewing internal communications.
• Operates computer systems and office equipment professionally to ensure accurate documentation and transaction processing.
• Identifies, researches, and resolves guest issues using established protocols and available resources.
• Promotes classes and programs while scheduling other activities.
• Identifies, documents, and communicates recurring trends in guest interactions to support continuous improvement in member and guest services.
• Prepares and distributes on‑site program registration confirmation packets.
• Occasionally collects and processes payment transactions.
• Supports the Zoo’s wildlife conservation mission by participating in Wildlife Saving Opportunities, minimizing resource use, and encouraging sustainable practices among guests and staff.
• Contributes to saving animals in the wild through reduction of waste, water and energy use and inspiring guests and staff to take wildlife protection actions.
• Contributes to other operational priorities as needed.

• High school diploma or general education degree (GED).
• Two (2) years’ clerical, administrative, guest service or call center experience.
• Excellent organizational, interpersonal, customer service, writing, oral communication skills, and database and program skills.
• Ability to work independently with minimal supervision.
• Initiative and follow‑through, as well as the ability to multi‑task and meet deadlines.

Houston Zoo is an Equal Opportunity Employer.