Guest & Membership Services - Lead Guest Care Ambassador (Seasonal)

This is a seasonal non-union hourly position, grade S009 with a pay rate of $19.85 per hour. For our Benefits Summary Information, follow this link to our Benefits Table or copy and paste the following in your internet browser www.brookfieldzoo.org/custom.czs/files/06/06337b2c-b3db-45a2-8eb2-f8362486bd0e.pdf (please refer to the non-union, seasonal employee section) and/or refer to the benefit details provided below after the job description information.

This seasonal position requires the ability to work non-standard and varied hours, including weekends, holidays, and some evenings. Must be available 3 days during the week and at least one weekend day. Scheduled work hours will vary based on the needs of the operation and the volume of calls and membership applications received. Typically, the busy season runs from March to August and picks up for the winter holidays in December, with decreased hours and shifts during the non-peak season.

This position contributes to the success of Brookfield Zoo Chicago ("BZC") by performing guest and member services functions, including responding to member inquiries and concerns via telephone, e-mail, and in person, as well as membership data entry and customer service. Key responsibilities include assistance with weekend support, oversight of membership processing, applications, and daily deposits. To support financial sustainability and provide an extraordinary guest experience, this position will ensure that membership applications are processed accurately and efficiently in accordance with departmental standards.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

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

1. *Answer inbound calls on the external Guest & Membership communication lines. Answers all guest calls in a polite, quick, and efficient manner, managing multiple lines when necessary, seeking resolutions to problems promptly. Provides general information to the public regarding guest operational zoo inquiries and transfers call to appropriate departments. Checks email inquiries when needed and relays messages to appropriate support areas. Take membership sales phone orders and work with multiple sales systems like Galaxy Gateway and Key IVR in pairing with Raisers Edge to accommodate all membership phone orders
2. *Create, maintain, and activate membership records in Raiser's Edge database assuring no prior record exists and utilizing the appropriate processes for each type of application. Record relevant information on the original application for further processing. Troubleshoot and problem-solve discrepancies as needed.
3. *Provide excellent customer service. Enthusiastic and accurate in relaying information to guests regarding product and service information. Demonstrate effective problem-solving skills to provide guests with essential information to assist them in maximizing their total zoo experience.
4. *Process onsite and lockbox membership applications by validating the completed data and receipts against the appropriate register system reports and cover sheets from the bank, totaling the combined sales amount, and sorting the applications. Reconcile this sale amount with the expected totals. Troubleshoot and resolve discrepancies as needed.
5. *Process membership applications received through the mail, ensuring all applications are balanced against the corresponding deposit totals listed on the batch deposit cover sheet. Utilize the Shift4 application for credit card processing when applicable.
6. *Support Guest Care Ambassador (Seasonal) in the absence of the Assistant Director, Guest and Member Care Services and all other full-time Guest and Membership Care services staff, addressing all guest and membership care services issues; aiding members and assisting peers with data entry and customer service questions, reviewing member complaints and effectively resolving issues, escalating as appropriate. Following the instructions provided by the Assistant Director, Guest and Member Care Services, ensure workflow prioritization, and provide a summary report via email of the day's activities to the Assistant Director, Guest and Member Care Services, and other management staff as appropriate.
7. Other related duties as assigned.

* Denotes Essential Job Function(s)

POSITION REQUIREMENTS:

• High school diploma or educational equivalent (e.g., GED.) required.
• Two years' customer service experience required.
• Good organizational, problem-solving and analytical skills required.
• Accurate basic math skills required.
• Basic computer skills with Microsoft Word and Excel required.
• One-year data entry experience required.
• Strong customer service skills required.
• Strong communication, teamwork, leadership and interpersonal skills.
• Ability to remain calm and think clearly in stressful situations.
• Ability to work effectively and responsibly with little supervision required.
• Eye for detail, completeness, and accuracy.
• Demonstrated ability to work effectively under pressure and meet deadlines and provide proactive and innovative solutions to customer issues.
• Must maintain confidentiality of privileged information.
• Ability to handle multiple priorities efficiently and accurately.
• Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
• English fluency at a professional working proficiency.
• A valid driver's license is required on date of hire. If an Illinois resident, must possess a valid Illinois driver's license at the time of hire or must obtain one within 90 days of hire. A valid out-of-state driver's license is required at time of hire for out-of-state residents.

DESIRABLE/PREFERRED QUALIFICATIONS:

• Inbound call center experience strongly desired, preferably in a membership or customer service department with demonstrated experience in conflict resolution/dealing with customer complaints/issues.
• Intermediate or advanced computer skills preferred with experience in Microsoft Word, and Microsoft Excel desired. Experience in Raiser's Edge a plus.
• Six months supervisory experience preferred.
• Multilingual ability, Spanish fluency a plus.

ADDITIONAL INFORMATION:

This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. This seasonal position requires the ability to work non-standard and varied hours, including weekends, holidays, and some evenings. Must be available 3 days during the week and at least one weekend day. Scheduled work hours will vary based on the needs of the operation and the volume of calls and membership applications received. Typically, the busy season runs from March to August and picks up for the winter holidays in December, with decreased hours and shifts during the non-peak season. Incumbents must exhibit proactive, attentive, helpful, polite, and professional behavior toward all of Brookfield Zoo Chicago's crew and guests. The work environment is a fast-paced, high-volume data entry office and inbound call center. Must be able to work as part of a team to process and deliver large volumes of membership materials for new and renewing members. The incumbent will answer an average of 25 calls per hour during the busy season, while entering membership applications and resolving unique guest & membership situations daily, and requires one to be able to think on their feet, be flexible, and maintain a very high level of speed and accuracy. Incumbent will supervise the day-to-day operations of the department to include weekend and evening shifts.