Membership Specialist

Position: Membership Specialist

Status: Full Time; FLSA Hourly Non-Exempt

Department: Membership

Reports to: Membership Manager

POSITION OVERVIEW

Located along the Space Coast in Melbourne, Florida, the Brevard Zoo is an AZA-accredited facility with a diverse collection of over 900 animals representing nearly 200 species. It is also home to the Sea Turtle Healing Center for rehabilitation of wild marine turtles. Brevard Zoo is well-known for its strong conservation ethic and unique attractions, such as kayaking through the Africa area, giraffe feeding, rhinoceros and various other animal encounters.

The Membership Specialist is responsible for the day to day operations of all aspects of member services. This position also serves as back up to the Guest Services desk. Other duties as required, requested or assigned to support department goals and Zoo mission.

QUALIFICATIONS

EDUCATION AND RELEVANT EXPERIENCE REQUIREMENTS

REQUIRED:

· High school diploma or equivalent

· Proficiency and experience in the full suite of Microsoft Office programs (Word, Excel, Power Point, Outlook)

· Excellent time management, organizational and interpersonal skills.

· Strong CRM software systems/ POS/computer skills.

· Strong oral communication skills.

PREFERRED/DESIRED:

· A minimum of three years’ customer service experience. Training in guest service and problem resolution/conflict management.

· A minimum of one-year guest services experience

CERTIFICATIONS/LICENSURE:

· First Aid/CPR certification required. Training provided by Brevard Zoo

PERFORMANCE RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

MEMBERSHIP

· Export/Import process from ACME to Raiser’s Edge

Ø Edit spreadsheet for import

Ø Modify error/exception files and re-import into RE

Ø Review queries and edit membership/gift/relationship information

· Duplicate management in Raiser’s Edge

· Process and fulfill Jaguar Society memberships including any actions needed in RE

· Work with First Impression Manager for membership additions/updates needed in ACME and RE

· Assist with data entry editing and other tasks associated with membership

· Assist with all aspects of digital membership app, PassPlay, to include rewards program and communications

· Primary phone extension for membership inquiries, purchases and renewals

· Oversee a series of bi-monthly and monthly email communications for new members, members that haven’t visited for a while and renewal/recapture campaigns

· Train Guest Services on campaign and program processes

· Administer and grow the Adopt an Animal program

· Assist with Super User and Milestone Member programs

· Assist with weekend and evening special membership events

FIRST IMPRESSIONS

· Back-up for Guest Services (all aspects)

· Assist with software editing as needed

· Administer basic first aid

· Work as an integral part of the Zoo team and communicate effectively with co-workers and management

KNOWLEDGE, SKILLS, and abilities

· Ability to deliver superior customer service to a variety of guests.

· Managing daily operations

• Proficiency and experience in software programs.
• Ability to multi-task
• Demonstrate strong organizational and time management skills with ability to effectively prioritize areas of need.
• Professional and interpersonal skills that include exceptional verbal and written communication, team building and growth with an openness and ability to accept new ideas and input from peers and community members.

PHYSICAL DEMANDS/WORK ENVIRONMENT

PHYSICAL REQUIREMENTS:

(L) Light work

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects. If the use of arm/leg controls require exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated as light work.

POTENTIAL ENVIRONMENTAL CONDITIONS/HAZARDS:

Indoor office environment most often with frequent movement outdoors. Exposure to extreme heat and weather conditions. Requires Sitting, Standing, Walking, Bending, Stooping, Kneeling, Finger Dexterity, Talking, Hearing, and Visual Acuity frequently.

WORK SCHEDULE:

May be required to work weekends and nights as necessary.

TRAVEL:

The above information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Performance of this job will be evaluated in accordance with the Zoo’s policies on evaluation of personnel.

Brevard Zoo is committed to an inclusive environment where employees are encouraged to be their authentic selves. We value the diverse qualities, perspectives, and experiences of all individuals. Join us in sharing the joy of nature to help people and wildlife thrive.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift

Application Question(s):

• Are you willing to undergo a background check in accordance with local laws and regulations?
• Are you willing to undergo pre-employment drug screening in accordance with local laws and regulations?

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office Programs: 1 year (Preferred)
• customer services: 3 years (Preferred)
• POS and CRM software: 1 year (Required)

Work Location: In person

Salary : $15 - $16