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Wildlife Conservation Society
Position Description
Department: Member Services
Title: Office Associate – Customer Service Representative
Location: Bronx Zoo
Job Type: Temporary
Pay Rate: $17.00 – $18.00 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 benefitso Process new and renewal membership sales through the point of sale systemo 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
Fulfillment
o Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail or email, issuance of membership cards
o Work closely with in-house mail carrier on shipments, rush orders etc.
Inventory Management
o Track & maintain inventory of supplies & membership collateral (t-shirts, giveaways, information pamphlets, selling tools, 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
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
Salary Range
$17–$18/hr
