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
Internal Qualification Requirements
Required Knowledge / Skills / Abilities:
High School Diploma or GED equivalent required
Prior office experience or college level work preferred
Proficient in Microsoft Office Suite (word, excel, outlook)
Moderate knowledge of computers and/or data entry must be able to accurately enter
data into our database
Must be comfortable with handling cash and equivalents - previous cash handling
experience preferred
Strong verbal and written communication skills
Has an independent work nature, needing minimal support and supervision; ability to
multi task
Highly dependable and reliable
Proactive and outgoing
Must be flexible & available to work weekends, holidays & extended hour
