Call Center Representative

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Riverbanks Zoo and Garden

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Call Center Representative

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Love talking to people who are excited about lions, tigers, and birthday parties? As a Call Center Representative, you\ll be the friendly first voice guests hear when theye planning their visit. You\ll answer questions about everything from gorilla talk times to event tickets, all while supporting the daily operations of Riverbanks Zoo and Garden.

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The Call Center Representative provides frontline guest communication support by responding to phone calls, emails, and inquiries related to general information, memberships, group visits, and guest services. Supports the park's guest experience by delivering timely, accurate, and brand-aligned communication across multiple channels, including specialized support for the Saluda Skyride operations line. This position reports administratively to the Director of Marketing and Communications. The Call Center Coordinator is responsible for providing daily work directions, scheduling, who provides direction for scheduling, training, performance guidance, and operational support.

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Essential Functions:

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• Answer incoming calls and emails from guests, members, and prospective visitors; provide accurate information about hours, admissions, events, memberships, and general park operations.

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• Respond to membership inquiries and coordinate with the Membership department as needed to resolve guest questions or concerns.

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• Assist with group visit inquiries and provide information or route requests to third party on-site vendor or Education department.

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• Monitor and respond to the Skyride support line; follow established protocols for sign-in procedures, and emergency call handling.

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• Conduct periodic PA system tests and other communications-related operational tasks as assigned.

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• Follow approved scripts and messaging guidelines for guest interactions, media inquiries, and escalated concerns.

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• Participate in rotating specialty assignments, such as monitoring and responding to social media inquiries, tracking media mentions, or supporting event-related communications.

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• Escalate complex or sensitive guest concerns to the Call Center Coordinator or other designated staff.

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• Maintain accurate records of calls, inquiries, resolutions, document trends or recurring issues for reporting purposes.

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• Provide courteous, professional, and brand-consistent communication that reflects the organization's mission and values.

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• Support other administrative and event preparation tasks during lower call volume periods as assigned.

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Education and Experience: High school diploma with customer service experience (ie. call center, front desk, visitor services, attractions, hospitality, or nonprofit environment) or any equivalent combination of education, training, and experience that provides the required skills, knowledge, and abilities. This position will have tasks involving assessing guest needs while providing professional and accurate information using multiple communication channels effectively.

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The ideal candidate is reliable, punctual, and able to work independently while maintaining a positive, team-oriented, and service-focused attitude. They possess strong verbal and written communication skills, attention to detail, and the ability to accurately document interactions while following established protocols and procedures. The successful candidate is comfortable engaging with guests both in person, through multiple media channels and remains calm and patient when addressing questions or concerns. Flexibility to work weekdays, weekends, holidays, peak periods, evenings, and special events is essential.

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We're not just looking for someone to fill a role. We're looking for someone who wants to grow with us, be challenged, and take pride in the work they do. If youe passionate about creating memorable moments, eager to contribute, and excited about becoming part of a team that values creating connections and inspiring action to positively impact wildlife and wild places, we'd love to hear from you.

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Salary

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$12.00/hr.

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How to Apply

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Please apply directly through our webpage:

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Riverbanks Zoo and Garden

500 Wildlife Parkway

Columbia, SC 29210

Phone: 803-779-8717

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