Job Description
Department: Member Services
Title: Part-time Customer Service Representative
Location: Bronx Zoo
Job Type: Part-time
Pay Rate: $19 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 which includes
assigning cases to seasonal team.
o Assist supervisor with assigning mail-in forms to seasonal staff daily.
Fulfillment
o Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail
or email, issuance of membership cards
o Assist with the in-house fulfillment of virtual membership and symbolic adoption orders
Inventory Management
o 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.)
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
o Participate & provide onsite support during member events and activities for existing and
prospective members.
o Assist with parking tag distribution for WCS onsite employees
| Location | Bronx, NY |
| Industry | All |
| Year Founded | 1895 |
| Website | http://www.wcs.org/about-us.aspx |
The Wildlife Conservation Society, founded in 1895, has the clear mission to save wildlife and wild places across the globe. Our story began in the early 1900's when we successfully helped the American bison recover on the Western Plains. Today, we protect many of the world's iconic creatures here and abroad, including gorillas in the Congo, tigers in India, wolverines in the Yellowstone Rockies, and ocean giants in our world's amazing seascapes.
Since our founding, we have forged the power of our global conservation work and the management of our five parks in New York City to create the world's most comprehensive conservation organization. We currently manage about 500 conservation projects in more than 60 countries; and educate millions of visitors at our five living institutions in New York City on important issues affecting our planet. Our parks include: the Bronx Zoo, New York Aquarium, Central Park Zoo, Prospect Park Zoo and Queens Zoo.