Part-Time Membership Customer Services Representative

Department: Member Services
Title: Part-time Customer Service Representative
Location: Bronx Zoo
Job Type: Part-time
Pay Rate: $17.00 - $18.00 per hour
Reports to: Senior Manager, Member Services
About Wildlife Conservation Society (WCS):
WCS stands for wildlife and wild places. As the world's premier wildlife conservation organization, WCS has a long track record of achieving innovative, impactful results at scale. We run field programs spanning 60 countries and the entire ocean.  We build on a unique foundation: Our reach is global; we discover through best-in-class science; we protect through work on the ground with local and indigenous people; we inspire through our world-class zoos, aquarium, and education programs; and we leverage our resources through partnerships and powerful policy influence.  Our more than 4,000 diverse, passionately committed team members in New York City and around the world work collectively to achieve our conservation mission.
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

• Handle membership inquiries, answering questions, and explaining benefits
• Process new and renewal membership sales through the point of sale system
• Assist members with changes to accounts (level, names, upgrades)
• Provide additional real time park information (opening/closures, guest events)
• Convert general inquires to sales calls; promote other revenue generating opportunities that provide additional support to WCS
• Transfer calls to appropriate departments regarding other WCS inquires (Education programs, events etc.)
• 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
• Place outbound follow-up calls to ensure member satisfaction
• Maintain call center database
• Create, change and cancel member reservations
• Monitor and respond to incoming emails via Salesforce Service cloud which includes assigning cases to seasonal team.
• Assist supervisor with assigning mail-in forms to seasonal staff daily.

Fulfillment

• Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail or email, issuance of membership cards
• Assist with the in-house fulfillment of virtual membership and symbolic adoption orders

Inventory Management

• • Help track & maintain inventory of supplies & membership collateral (t-shirts, giveaways, information pamphlets, selling tools, etc.) including symbolic adoption collateral (various plush, fact cards, certificates, etc.)
  • Issue permanent & replacement cards

Field Operations Support

• • Reconciliation - correct field errors in system, re-issue cards
  • Onsite customer support when needed (print card, guest pick-up)
  • Uniform distribution for all parks
  • Participate & provide onsite support during member events and activities for existing and prospective members.
  • Assist with parking tag distribution for WCS onsite employees