Guest Strategy Associate - Call Center and Ticket Support - Zoo

Cleveland Metroparks•Cleveland, OH

17h

About The Position

The Guest Strategy team provides important services to external and internal guests as a centralized back of house hub of resources and assistance, focusing on the various ways that guests interact with the Zoo before, during and after their visit. Guest Strategy Associates deliver consistent, high-quality customer assistance by providing guests with a live associate confident in handling a high volume of inbound and outbound telephone calls or emails, general inquiries, concerns or issues regarding ticket orders and zoo visits, and talking guests through the online purchase process. As needed, this position will assist team members within the Zoo’s Guest Resource Center when business needs require additional walk-in support.

Requirements

High school diploma or GED required. At least one year of experience in customer service handling telephone and/or walk-in customers or any equivalent combination of education, training and experience which provides requisite knowledge, skills, and abilities for this job.
Ability to learn and navigate current ticketing sales software. Demonstrated ability and desire to rapidly learn new skills.
Intermediate PC skills and proficiency in software programs including all Microsoft Office programs.
Ability to develop and maintain effective working relationships with stakeholders, including employees 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.
Ability to work cooperatively with others.
Strong business acumen, including problem solving, ability to manage multiple projects and meet deadlines, collaboration, ability to follow directions, and ability to analyze diverse facts and develop clear and concise reports and recommendations.
Effectively communicates during face-to-face, phone, email, and other interactions.
Performs related duties as assigned or apparent.
Assist with walk-in customer service needs, as needed.
Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.
Mature professional attitude and considerable discretion, including ability to manage confidential information.
Ability to perform with considerable independence and initiative. Performs role with precision and the highest level of attention to detail while performing data entry.
Ability to uphold the high standards of Cleveland Metroparks by actions, appearance and attitude at all times and in all places.

Responsibilities

Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales. Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction. Refers all unresolved complaints to Manager of Guest Strategy.
Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
Ticket order support and webstore issues.
Answering calls and emails on behalf of Cleveland Metroparks Zoo.
Arranging accessibility accommodations for guests’ needs (e.g. sensory bags and wheelchair rentals).
Dat entry and updating daily communication logs.
Cash handling and payment collection.
Assist with lost and found services.
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.
Assist with processing the intake of deliveries and pick up of packages.
Performs administrative support tasks as requested (e.g. assisting with special projects, reports, filing, and data entry).