General Description

The Guest Experience Associate is responsible for fulfilling tasks and duties related to providing a positive guest experience to visitors of the Detroit Zoo or Belle Isle Nature Center (BINC).

Principal Duties and Responsibilities

• Greet guests with enthusiasm and provide information to enhance each visit.
• Interacts with customers via telephone, email, or in person to provide support and information on Detroit Zoo or BINC services.
• Collects and enters information for membership.
• Responsible for ongoing database maintenance including updating records.
• Fields customer questions and complaints; when the issue is beyond the Associates knowledge, forwards to appropriate staff.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Provide support in scheduling group and education activities.
• Support the activities of the department.
• Participate in DZS activities and events as required.
• Performs other related duties as assigned.

Qualifications Education and Experience

• High school diploma or equivalent.
• One year of experience in customer service, data entry or any role interacting with the public.

Knowledge, Skills, and Abilities

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Knowledge of math and basic accounting principles.
• Contribute to a positive, high energy, entertaining experience, and atmosphere.

Preferred

Galaxy, Excel and PowerPoint experience preferred.

Working Conditions

• A flexible schedule that will include weekends and occasional evenings, early-mornings, and holidays.
• The work environment includes both indoor and outdoor settings with exposure to seasonal weather conditions.

Physical Requirements

• This position requires sitting, standing, walking, bending and stooping for extended periods, the ability to lift and move up to 40 pounds and the use of standard office equipment and the computer.
• The individual must have the ability to perform the essential functions of the job satisfactorily with or without accommodations.

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the role.

Last updated : 2024-05-18