Supervisor, Membership and Call Center

The Membership and Call Center Supervisor leads a team of Membership Representatives and Call Center Agents, overseeing process development and implementation to enhance member and guest services. This role focuses on optimizing membership services and call center operations while ensuring efficiency and exceptional customer experience. Flexibility is required, including weekends, evenings, and holidays.

Our Mission: Connect communities with animals, inspiring action to save wildlife.
Our Vision: Be a leader in the global movement to save wildlife.

Job Duties and Responsibilities
▪ Oversees and supports membership initiatives, including acquisition, renewal, and retention efforts.
▪ Trains and mentors Membership Representatives and Call Center Agents, managing recruitment, scheduling, and performance evaluation.
▪ Delivers exceptional internal and external customer service in alignment with established guidelines.
▪ Collaborates across Zoo departments and with external partners, including museums, aquariums, community organizations, and educators.
▪ Maintains confidentiality and discretion when handling sensitive member, guest, and staff information.
▪ Gathers member feedback to assess satisfaction and enhance the member experience.
▪ Monitors and responds to member and guest inquiries via email and other communication channels.
▪ Assists in member follow-up, appeals, and reporting under the guidance of the Manager of Member Relations.
▪ Supports database management, including running queries, preparing reports, and organizing membership records.
▪ Maintains accurate financial transactions, processing payments and ensure compliance with established policies.
▪ Provides accurate information about Zoo programs, products, and offerings.
▪ Leads the team in the absence of management, particularly on weekends.
▪ Supports team projects, events, and departmental mailings, including list management and material preparation.
▪ Resolves member and guest concerns using all available resources.
▪ Manages online registrations for programs, field trips, and on-site activities.
▪ Balances multiple projects efficiently while contributing to conservation efforts through sustainable practices.
▪ 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.
▪ Performs and assists with other duties or special projects as assigned.

Education and experience
▪ BA/BS degree in education, business administration, or related field.
▪ Extensive knowledge of fundraising software and skilled in Customer Relations Management software.
▪ Proficiency with Microsoft Office applications such as word, excel and power point and have database experience.
▪ Excellent organizational, interpersonal, customer service, writing, oral communication skills, and database and program skills
▪ Significant experience in Microsoft Dynamics 365 CRM Plus and Galaxy.
▪ Practical experience in a non-profit environment.
▪ Initiative and follow-through as well as the ability to multi-task and meet deadlines.
▪ Familiarity with various types of fundraising programs in the non-profit setting.
▪ Ability to communicate with all levels of management.
▪ Ability to work independently with minimal supervision.
▪ Strong interpersonal and facilitation skills
▪ Ability to partner with teams and with all levels of staff.


About Houston Zoo

The Houston Zoo is made up of many moving parts with over 6,000 permanent residents (our animals) for whom we provide housing, meals, medical care and, yes, even education! There are over 2 million guests each year who come to experience our incredible variety of animals and ecosystems, as well as attend special private and public events and entertainment. Our dedicated staff works around the clock to ensure that the Zoo is always running smoothly for the safety and well-being of our residents and guests. We strive to ensure the protection of all the counterparts of the animals we have at the Zoo and in the wild.

Join the Houston Zoo and become a part of an organization that is focused on the preservation of wildlife and their habitats by combining conservation with education and promotion of sustainable livelihoods in the local communities. Houston Zoo is an Equal Opportunity Employer.


Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a complete inventory of all responsibilities, duties and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this p