Immediate Opening!
The Santa Barbara Zoo is seeking a part-time Member Services Ambassador with customer services 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 generally Sundays, Mondays, and Tuesdays, 9 am - 5:30 pm. Work may be needed outside of these hours/days on occasion due to events.
Compensation: $17.00 per hour
You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position
SUMMARY:
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.
ESSENTIAL DUTIES include the following:
Serves as first touchpoint for most member inquiries, communicating professionally via phone, through email, and in person, meeting needs in a timely manner
Responsible for answering department phone and voicemails
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 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
SECONDARY DUTIES:
Assists with other Membership Department functions as necessary
Participates in special team assignments as appropriate
Performs other duties as assigned
Guest Relations
Greets every guest with a smile
Thanks guests for supporting/visiting the Zoo
Answers phone calls, voice mails, and e-mails (if applicable) promptly
Insures 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 and the Employee Pledge
POSITION CRITERIA:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
High school graduate
Prior experience in customer service working directly with the public desirable
Prior experience working with member/donor database desirable
License, Certification, or Preferred Qualifications:
Some college coursework preferred
Valid driver’s license with good driving record is desirable
Knowledge, Skills, Abilities:
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 employee, 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 the success of the team in mind
Ability to multitask successfully, assisting several customers at once. You may need to complete more than one task at the same time, like answering questions while completing a purchase transaction
Ability to use some office equipment and software, including a cash register or other payment processing equipment, point-of-sale programs, and a multi-line phone
Ability to use active listening and critical thinking
Ability to exercise safe work habits
Must maintain confidentiality of work related information and materials pertaining to members
Physical Demands & Work Environment:
Requires ability to communicate effectively with other team members, even when schedules differ
Requires the ability to access all areas of the facility
Must be able to climb stairs, manipulate computer tools, stand/walk for up to two continuous hours
Ability to work successfully in a shared, open space workspace with interruptions and individuals interacting
Occasionally involves working out-of-doors in all weather conditions
Supportive and open employment culture
Tools Used:
Computer and software (Raiser’s Edge, Excel, Word, Outlook, Windows)
Point-of-Sale (POS) System
Two-way radio
Hand tools
Standard office equipment; telephone, printer, copier, facsimile machine, and calculator
BENEFITS & PERKS:
Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!
Free parking M-F, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases
Access to the San Diego Zoo Global Academy platform, professional development events, and lunch & learn opportunities
You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position
Please make sure to check your spam folder if you do not see an email response from the Zoo.
This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.
The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.
At this time, the Zoo does not sponsor employment or internship visas.