What are the responsibilities and job description for the Customer Contact Center Team Member position at Columbus Zoo Family of Parks?
Overview
Join the Team! This flexible, guest-facing role involves handling customer inquiries, assisting with ticketing and membership information, and providing exceptional service across phone, and web-based systems. You’ll be supporting a dynamic, fast-paced environment, working evenings, weekends, and holidays, while promoting our mission of “Empowering People. Saving Wildlife.” If you’re passionate about wildlife conservation and thrive in a customer service role, we’d love to have you on our team!
Responsibilities
Guest Interaction:
- Answer general questions from guests about park wayfinding, ticketing, and membership.
- Handles incoming calls for all our parks, including The Columbus Zoo and Aquarium, Zoombezi Bay, and The Wilds. Golf course inquiries are screened and forwarded appropriately, all while delivering exceptional customer service.
- Provide information about ticket prices, packages, and rules related to purchases.
Other Duties:
- Attempt to de-escalate guest complaints.
- Utilizes Check front to assist guests with booking inquiries
- Up-selling memberships, special events, educational offerings, and other Zoo & Wilds related offerings as appropriate.
- Maintain cleanliness and organization of workspaces.
Additional Responsibilities:
- Maintain a positive, helpful attitude towards all guests and staff.
- Uphold safety and operational procedures at all times.
Qualifications
- Customer Service: Comfortable in a customer service role, with the ability to handle customer inquiries and issues effectively.
- Ability to maintain courteous and helpful behavior.
- Prior experience with web-based phone systems and Salesforce preferred.
- Work Environment: Can handle a fast-paced and sometimes stressful environment.
- Communication: Clear verbal, written, and email communication skills.
- Guest Service Focus: Positive attitude with a commitment to excellent service and upholding guest service standards.
- Schedule Flexibility: Must be available for varied shifts, including evenings, weekends, and holidays.
- Adherence to Policies: Must follow safety protocols, company policies (e.g., drug-free workplace), and standard operating procedures.
- Mission Alignment: A commitment to the Columbus Zoo and Aquarium’s mission of “Empowering People. Saving Wildlife.”
