Member Services Ambassador

Immediate Opening!

The Santa Barbara Zoo is seeking a part-time Member Services Ambassador with customer service and administrative skills, who thrives in a fast-paced team environment.

Position Status:
Part-Time, Regular, Hourly, Non-Exempt.

Schedule:

Up to 25 hours per week. The schedule is variable and must include weekend and evening availability, hours between 9 AM and 7 PM.

Compensation: $17.90 per hour

You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position.

Under the general direction of the Director of Membership, the Member Services Ambassador provides quality service to current and prospective Santa Barbara Zoo Members and other guests in the office and at the Zoo entrance, while providing administrative support to the Membership Team.

• Serves as the first touchpoint for most member inquiries, communicating professionally via phone, email, and in person, meeting needs in a timely manner
• Responsible for answering department phone and voicemails
• Encourages and assists guests with in-person purchases at the Zoo’s entrance
• Facilitates member entrance into the Zoo
• Processes membership mail and phone orders
• Processes gift memberships
• Handles membership billing/accounting research; collaborates with other departments as needed
• Assists with entering new and updated data into the Point-of-Sale (POS) system and membership database as needed
• Responds to public inquiries concerning membership and other Zoo programs
• Performs administrative tasks and assists fellow team members as needed
• Problem solves to provide resolutions for member account inquiries
• Keeps track of regular membership supplies and restocks or orders as needed
• Digitally issues and mails out membership materials as needed
• Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings
• Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual
• Applies and exemplifies “green” (sustainable) practices whenever possible

• Assists with other Membership Department functions as necessary.
• Participates in special team assignments as appropriate.
• Performs other duties as assigned.

• Greets every guest with a smile
• Thanks guests for supporting/visiting the Zoo
• Answers phone calls, voice mails, and e-mails promptly
• Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions
• Associates with guests to assist and share information
• Responds to all guest inquiries, complaints, and comments according to Zoo guest relations procedures
• Maintains a clean neat appearance and adheres to the Zoo’s uniform dress code
• Reflects the qualities outlined in the Guest Relations Statement, the Zoo’s Core Values, and the Employee Pledge

• High school graduate
• Prior experience in customer service working directly with the public desirable
• Prior experience working with member/donor databases is desirable

• Some college coursework preferred

• Effective oral and written communication skills
• Effective phone etiquette skills
• Ability to follow oral and written direction
• Data entry with accuracy and word processing skills
• Capacity to develop friendly and productive relationships at work
• Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
• Ability to work effectively in a shared open space environment, with very frequent interruptions
• Must be comfortable approaching customers and advocating on behalf of the Zoo and membership options
• Ability to work with guests with a positive demeanor, even when dealing with unpleasant or unhappy customers
• Ability to answer the same questions and explain the same products and features over and over again while maintaining a consistently excellent level of service
• Ability to work as a team: in addition to your individual responsibilities, you'll need to assist your coworkers and work with…