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

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Since our opening in 1934, Brookfield Zoo Chicago has had an international reputation for taking a cutting-edge role in animal care and conservation of the natural world. Brookfield Zoo Chicago is an active partner in wildlife protection programs around the world, including the Sarasota Dolphin Research Program, the world’s longest-running study of bottlenose dolphins. We have pioneered the field of conservation psychology, the study of how people connect with animals and nature. We are able to reach so many audiences each year, including 2 million zoo guests engaged by unique exhibits and programs; some 250,000 schoolchildren, campers, and families who participate in award-winning science education programs; nearly 24,000 teachers who take part in our professional development workshops; and, diverse communities across Chicagoland. Brookfield Zoo Chicago is known throughout the world as a leader in animal welfare and conservation, this venerable institution also serves as a potent economic engine, top tourism attraction, and award-winning educational institution.


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 membersh