Call Center Associate

The Call Center Associate serves as the first point of contact for Special Events & Experiences, effectively managing phone and booking systems to deliver seamless customer service. This role is essential in addressing customer inquiries, resolving concerns, and delivering accurate, detailed information about the wide array of offerings at Cleveland Metroparks. The Call Center Associate's schedule is Monday through Friday, 8:30 AM to 4:30 PM, with the flexibility to transition to a hybrid work arrangement, combining in-office and remote work, upon successful completion of initial training.

In this role, you'll be the voice behind unforgettable moments, assisting customers with inquiries, bookings, and event-related services. You'll play a key role in maintaining strong connections with our community while delivering outstanding support.

Essential Functions:

• Customer Service: Responds to inquiries via phone, email, and online booking platforms with accurate, timely information. Recognizes customer needs and delivers tailored solutions by actively listening, anticipating concerns, and providing clear, and timely information.

• Critical Thinking & Problem-Solving: Demonstrates excellent problem-solving skills and ability to manage challenging situations with professionalism and empathy.

• Booking & Administrative Support: Operates phone, email, and booking systems for the Special Events & Experiences Department in response to customer questions and requests. Follows up with customers to address incomplete bookings such as unsigned contracts or missing payments. Processes orders accurately from initial booking to reconciliation.

• Communication & Collaboration: Demonstrates exceptional communication skills with a guest service mindset. Collaborates with cross-functional teams to resolve issues and deliver a seamless experience for customers.

• Regular and predictable attendance is expected and required. All Cleveland Metroparks employees must be prepared to work flexible schedules, including evenings, weekends, and/or holidays as required.

• 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.

• Updates and enhances own knowledge by involvement in continuing education for professional growth (i.e., attends relevant conferences, seminars, in-service trainings, and certification programs).

• Performs administrative support tasks and related duties as assigned or apparent.

• High School Diploma or GED required.
• Must possess and maintain a valid driver's license under the laws of the State of Ohio.
• Ability to develop and maintain effective working relationships with stakeholders including contractors 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.
• Manages multiple projects simultaneously and works effectively in a fast-paced environment.
• Ability to work cooperatively with others.
• Proficiency in software programs including all Microsoft Office programs.
• Mature professional attitude and considerable discretion, including ability to manage confidential information.
• Ability to perform with considerable independence and initiative.

Work Days: Monday – Friday, 8:30 AM – 4:30 PM

Filing Deadline: Open until filled.