Office Associate - Customer Service Representative

Wildlife Conservation Society
Position Description
Department: Member Services 
Title: Office Associate - Customer Service Representative 
Location: Bronx Zoo
Job Type: Temporary
Pay Rate: $16.00 - $17.00 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 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
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
THIS IS AN ONSITE POSITION LOCATED AT THE BRONX ZOO