Member Services Ambassador

Job Description

Job Description

Immediate Opening!

The Santa Barbara Zoo is seeking a part-time Member Services Ambassador with customer service and administrative skills, who thrives in a fast-paced team environment.

Position Status: Part-Time, Regular, Hourly, Non-Exempt
Schedule: Up to 25 hours per week. The schedule is variable, must be available weekends and evenings, hours between 9 AM and 7 PM.
Compensation: $17.90 per hour

*You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position*

SUMMARY:

Under the general direction of the Director of Membership, the Member Services Ambassador provides quality service to current and prospective Santa Barbara Zoo Members and other guests in the office and at the Zoo entrance, while providing administrative support to the Membership Team.

ESSENTIAL DUTIES:

• Serves as the first touchpoint for most member inquiries, communicating professionally via phone, email, and in person, meeting needs in a timely manner
• Responsible for answering department phone and voicemails
• Encourages and assists guests with in-person purchases at the Zoos entrance
• Facilitates member entrance into the Zoo
• Processes membership mail and phone orders
• Processes gift memberships
• Handles membership billing/accounting research; collaborates with other departments as needed
• Assists with entering new and updated data into the Point-of-Sale (POS) system and membership database as needed
• Responds to public inquiries concerning membership and other Zoo programs
• Performs administrative tasks and assists fellow team members as needed
• Problem solves to provide resolutions for member account inquiries
• Keeps track of regular membership supplies and restocks or orders as needed
• Digitally issues and mails out membership materials as needed
• Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings
• Adheres to the Zoos policies and procedures as outlined in the Employee Policy Manual
• Applies and exemplifies green (sustainable) practices whenever possible

SECONDARY DUTIES:

• Assists with other Membership Department functions as necessary.
• Participates in special team assignments as appropriate.
• Performs other duties as assigned.

Guest Relations:

• Greets every guest with a smile
• Thanks guests for supporting/visiting the Zoo
• Answers phone calls, voice mails, and e-mails promptly
• Ensures the Zoos presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions
• Associates with guests to assist and share information
• Responds to all guest inquiries, complaints, and comments according to Zoo guest relations procedures
• Maintains a clean neat appearance and adheres to the Zoos uniform dress code
• Reflects the qualities outlined in the Guest Relations Statement, the Zoos Core Values, and the Employee Pledge

POSITION CRITERIA:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience:

• High school graduate
• Prior experience in customer service working directly with the public desirable
• Prior experience working with member/donor databases is desirable

License, Certification, or Preferred Qualifications:
Some college coursework preferred

Knowledge, Skills, & Abilities:

• Effective oral and written communication skills
• Effective phone etiquette skills
• Ability to follow oral and written direction
• Data entry with accuracy and word processing skills
• Capacity to develop friendly and productive relationships at work
• Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
• Ability to work effectively in a shared open space environment, with very frequent interruptions
• Must be comfortable approaching customers and advocating on behalf of the Zoo and membership options
• Ability to work with guests with a positive demeanor, even when dealing with unpleasant or unhappy customers
• Ability to answer the same questions and explain the same products and features over and over again while maintaining a consistently excellent level of service
• Ability to work as a team: in addition to your individual responsibilities, you'll need to assist your coworkers and work with the success of the team in mind
• Ability to multitask successfully, assisting several customers at once. You may need to complete more than one task at the same time, like answering questions while completing a purchase transaction
• Ability to use some office equipment and software, including a cash register or other payment processing equipment, point-of-sale programs, and a multi-line phone
• Ability to use active listening and critical thinking
• Ability to exercise safe work habits
• Must maintain confidentiality of work-related information and materials pertaining to members

Physical Demands & Work Environment:

• Requires the ability to communicate effectively with other team members, even when schedules differ
• Requires the ability to access all areas of the facility
• Must be able to climb stairs, manipulate computer tools, stand/walk for up to two continuous hours
• Ability to work successfully in a shared, open-space workspace with interruptions and individuals interacting
• Occasionally involves working out-of-doors in all weather conditions
• Supportive and open employment culture

Tools Used:

• Computer and software (Raisers Edge 7, Humanitru, Excel, Word, Outlook, Windows)
• Point-of-Sale (POS) System
• Two-way radio
• Hand tools
• Standard office equipment; telephone, printer, copier, facsimile machine, and calculator

BENEFITS & PERKS:

• Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!
• Free parking, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases
• Access to the Collabornation learning platform, professional development events, and lunch & learn opportunities

*You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position*

Please make sure to check your spam folder if you do not see an email response from the Zoo .

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This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

At this time, the Zoo does not sponsor employment or internship visas.