Member Services Lead

Atlanta-Fulton County Zoo Inc•Atlanta, GA

About The Position

To provide friendly, informative customer service to Zoo Atlanta’s Members and guests, conduct Membership sales, and support other Membership team members. This position is sales-driven with a proficiency in computers, relationship building and customer relationship management.

Requirements

Bachelor’s degree preferred.
Must have at least 1– 2 years experience in customer service and sales
Must be able to handle cash and credit card purchases accurately and keep customer information secure in a fast-paced environment
Must be able to communicate with a variety of visitors of diverse backgrounds
Must have a friendly demeanor and be approachable
Must be able to multi-task and pay close attention to details
Must possess excellent telephone etiquette and problem-solving skills
Previous data entry experience required
Computer literacy required, including proficiency in Microsoft Office applications, with particular strength in Word and Excel. Experience working with databases desired.
Excellent communication skills, both verbal and written, with the ability to interact with Zoo guests and vendors
Focus on strong customer service
Must be comfortable working in a fast-paced work environment
Zoo Atlanta is open to the public363 days out of the year; therefore, all positions at Zoo Atlanta may require employees to work weekends, some holidays and evenings.
Ability to stand, sit and walk for up to 8 hours at a time
Most work will be indoors; must also have ability to work outdoors in all kinds of weather
Ability to work in crowds and in a fast-paced environment

Responsibilities

Assist Member Services walk-in, phone-in,on-site and online customers with questions, purchases, and issues
Clearly and creatively communicate Membership levels, values and benefits
Complete purchases and handle cash, credit and check purchases securely and accurately, and compile daily transmittal/end of day accounting paperwork
Meet and/or exceed individual goals as well as team sales goals each month as set by management team
Create, maintain, and edit Member records in Raiser’s Edge and Galaxy databases
Place outbound calls to Members and donors
Explain policies and procedures in detail to all guests
Complete a variety of forms correctly and with an emphasis on detail
Membership record cleaning
Inventory management
Assist with training of Seasonal and Part-Time staff
Serve on one Zoo Atlanta committee
Assist with group field trip entry during peak season
Fulfill online Gift Membership purchases
Assist with the planning and implementation of Membership events
Support content management for Zoo Atlanta’s Member loyalty program, Passport to Adventure, as well as the Member trading card series.
Serve as team lead when management is out of the office
Participate in all types of Member engagement including but not limited to researching and resolving Membership issues, writing Member thank-you notes and making Member thank-you calls
Must be willing to work aWednesday through Sunday schedule as well as holidays, weekends and Zoo Atlanta events as needed
Maintain positive working relationships and communication within the Membership team as well as with all other Zoo Atlanta team members
Attend mandatory training provided by Membership department; responsible for taking notes and implementing training information into an effective selling tactic
Must be willing to support Zoo Atlanta’s Vision, Mission, Values and Strategic Plan
Any other miscellaneous projects/assignment assigned by Zoo Atlanta’s Membership/Marketing Management Team.