Guest Strategy Associate - Zoo

Guest Strategy Associate

The Guest Strategy Associate assists with registration of education programs, admission sales, special event ticketing and all day-to-day functions of the Guest Resource Center while providing exceptional customer service to Zoo guests in a friendly, personable manner at all times. This position ensures Cleveland Metroparks Zoo guests have a positive experience and works towards a seamless end-to-end customer experience.

Responsibilities include:

1. Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales. Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction. Refers all unresolved complaints to Manager of Guest Strategy.
2. Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
3. Executes day-to-day operations including but not limited to:
• Ticket order support and webstore issues.
• Answering calls and emails on behalf of Cleveland Metroparks Zoo.
• Arranging accessibility accommodations for guests' needs (e.g. sensory bags and wheelchair rentals).
• Data entry and updating daily communication logs.
• Cash handling and payment collection.
• Assist with lost and found services.
• Keeps direct supervisor promptly informed of key/significant issues or concerns.
• Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.
• Assist with processing the intake of deliveries and pick up of packages.
• Performs administrative support tasks as requested (e.g. assisting with special projects, reports, filing, and data entry).
• Performs related duties as assigned or apparent.
• Assist with walk-in customer service needs, as needed.
• Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.

Qualifications include:

• High school diploma or GED required. At least one year of experience in customer service handling telephone and/or walk-in customers or any equivalent combination of education, training and experience which provides requisite knowledge, skills, and abilities for this job.
• Ability to learn and navigate current ticketing sales software. Demonstrated ability and desire to rapidly learn new skills.
• Intermediate PC skills and proficiency in software programs including all Microsoft Office programs.
• Ability to develop and maintain effective working relationships with stakeholders, including employees and the general public.
• Ability to speak and write clearly, concisely and persuasively using correct grammar, spelling and punctuation with ability to communicate one-on-one or in group settings.
• Ability to perform work with a high degree of accuracy and organization.
• Ability to work cooperatively with others.
• Strong business acumen, including problem solving, ability to manage multiple projects and meet deadlines, collaboration, ability to follow directions, and ability to analyze diverse facts and develop clear and concise reports and recommendations.
• Effectively communicates during face-to-face, phone, email, and other interactions.
• Mature professional attitude and considerable discretion, including ability to manage confidential information.
• Ability to perform with considerable independence and initiative. Performs role with precision and the highest level of attention to detail while performing data entry.
• Ability to uphold the high standards of Cleveland Metroparks by actions, appearance and attitude at all times and in all places.
• This position will assist in accepting daily deliveries, cashiering, maintaining and responding to lost and found inquiries, assisting the Guest Strategy team with emergencies, covering the main zoo phone line and in person inquiries, etc. Flexible work schedule required, must be available weekdays, weekends, evenings and holidays. Work is generally in an office setting but must be willing and able to work in all weather conditions.

Work Schedule: Must be available to work a flexible schedule to include days, evenings, weekends and holidays as needed.

Application Deadline: Open until filled.