Membership Customer Service Rep

Part-time role based at the Bronx Zoo, reporting to the Senior Manager of Member Services.

About the Role

The Business Services Membership team is seeking a self-motivated, enthusiastic individual to maintain an efficient office environment, handle call-center operations, and provide administrative support to the department management team.

Responsibilities

• Handle membership inquiries, answering questions, and explaining benefits.
• Process new and renewal membership sales through the point-of-sale system.
• Assist members with account changes (level, names, upgrades).
• Provide real-time park information (opening/closures, guest events).
• Convert general inquiries to sales calls; promote revenue-generating opportunities.
• Transfer calls to appropriate departments regarding WCS inquiries (Education programs, events, etc.).
• Resolve member complaints by clarifying issues, researching solutions, and escalating unresolved issues to an onsite manager.
• Place outbound follow-up calls to ensure member satisfaction.
• Maintain the call-center database.
• Create, change, and cancel member reservations.
• Monitor and respond to incoming emails via Salesforce Service Cloud, including assigning cases to seasonal team members.
• Assist supervisor with assigning mail-in forms to seasonal staff daily.
• Process inbound and outbound mail; follow up with members via phone, mail, or email; issue membership cards.
• Assist with in-house fulfillment of virtual membership and symbolic adoption orders.
• Track and maintain inventory of supplies and membership collateral (t-shirts, giveaways, pamphlets, selling tools, etc.), including symbolic adoption collateral (plush, fact cards, certificates, etc.).
• Issue permanent and replacement cards.
• Reconcile field errors in the system and re-issue cards.
• Provide onsite customer support (print cards, guest pick-up).
• Distribute uniforms for all parks.
• Participate and provide onsite support during member events and activities for existing and prospective members.
• Assist with parking tag distribution for WCS onsite employees.

Requirements

• High School Diploma or GED equivalent required.
• Prior office experience or college-level work preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Moderate knowledge of computers and data entry; must be able to accurately enter data into the database.
• Comfortable handling cash and equivalents; previous cash-handling experience preferred.
• Strong verbal and written communication skills.
• Independent work nature, needing minimal support and supervision; ability to multitask.
• Highly dependable and reliable.
• Proactive and outgoing.
• Flexible and available to work weekends, holidays, and extended hours.

Pay

$19 per hour.