Call Center Lead

    • Job Tracking ID: 512699-774039
    • Job Location: Atlanta, GA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: May 25, 2021
    • Years of Experience: College
    • Starting Date: ASAP
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Job Description:

Department: Sales

Reports to: Manger, Sales

FLSA Status: Non-Exempt

Job Status: Full-time. Hourly

Job Purpose: The Call Center Lead is responsible for providing an excellent sales and guest experience over the phone. They will assist the Sales Manager with achieving the annual business goals of the Zoo Atlanta Membership, Education, Public Events, and Admissions departments. The Lead will assist the Sales Manager with problem solving escalated sales concerns and guide team members to achieve the goals. ______________________________________________________________________________________________


Essential Duties & Responsibilities:

  • Answer phones and provide accurate information to callers with an emphasis on excellent customer service; route calls when necessary
  • Clearly communicate Membership levels, Education programs, Public Events, and other sales products
  • Complete purchases or set up invoices for billing securely and accurately
  • Meet and/or exceed individual and team sales goals
  • Research and resolve purchasing issues
  • Monitor and respond to Guest Experience/Comments emails
  • Monitor and respond to travel experience sharing site comments (ie. Trip Advisor)
  • Respond to guests with escalated online chats
  • Assist with management of inventory
  • Fulfill day-to-day administrative functions
  • Work closely with Membership, Education, Group Sales, Public Events and Admissions/Guest Experience teams to ensure and maintain superior customer service in regular interactions with Zoo Atlanta Members and guests
  • Anticipate, troubleshoot, and resolve Member, guest, and program participant concerns as needed
  • Ensure data integrity and troubleshoot data issues
  • Lead team in absence of Sales Manager and Group Sales Representative
  • Attend mandatory training as required; share and implement acquired training to maximize effective sales tactics
  • Maintain positive working relationships and communication within the Membership, Education, Group Sales, Public Events, and Admissions/Guest Experience teams as well as with all Zoo Atlanta teammates
  • Must be willing to work holidays and weekends
  • Support Zoo Atlanta’s special events and essential functions as assigned
  • Must be willing to support Zoo Atlanta’s Vision, Mission and Values statements and Strategic Plan
  • Additional duties as assigned by the Sales Manager
  • Provide guidance to front line Sales Team members



  • Bachelor’s degree in Business with an emphasis in sales, or relevant experience
  • 1-2 years of professional work experience in Membership, Sales, Season Pass/Ticket Sales or related experience
  • Demonstrates superior aptitude in customer service and quality control, including excellent telephone, email, and in-person communication
  • Previous call center experience preferred
  • Experience with Raiser’s Edge, Doubleknot and/or Gateway/Galaxy a plus
  • MS Office and strong typing skills

Special skills and abilities:

  • Strong organizational and communication skills

Zoo Atlanta is open to the public 363 days out of the year, therefore, all positions at Zoo Atlanta may require employees to work some weekends, holidays and evenings.

Certificates/Licenses/Registrations: N/A

Driving Requirements N/A

PHYSICAL DEMANDS: Office environment, position will require walking, bending and lifting and working outside on occasion in cold and/or hot weather conditions.

WORK ENVIRONMENT: Must be comfortable working around animals.

MISC: This job description is not intended to be all-inclusive. Therefore, the employee may be required to perform other reasonably related duties as assigned by the immediate supervisor or other management. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that this job description does not constitute a written or implied contract of employment.

Zoo Atlanta is an Equal Opportunity Employer and provides a Smoke-free and Drug-free Work Environment.

Experience and Skills: