Job Description:

Job Title: Associate, Call Center

Department: Visitor Services

Reports to: Manger, Sales

FLSA Status: Non-Exempt

Job Status: Part-Time

Salary: $13.00 per hour

Job Purpose: The Call Center Associate is responsible for providing an excellent sales and guest experience over the phone. They will assist the department with achieving the annual business goals of the Zoo Atlanta Membership, Education, Public Events, and Admissions departments.

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
• Respond to guests with escalated online chats
• Responsible for tracking inventory of supplies
• 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
• Attend mandatory training as required; share and implement acquired training to maximize effective sales tactics
• 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
• 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.

Experience and Skills:

QUALIFICATIONS:

Knowledge:

• 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 is a plus
• MS Office and strong typing skills

Special skills and abilities:

• Strong organizational and communication skills

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.

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.