Membership Representative

Houston Zoo•Houston, TX

12d

About The Position

The Membership Representative delivers front-line service to Houston Zoo members while supporting daily operations in the Membership department. The role processes membership sales and renewals, securely handles credit card transactions, maintains accurate member records, and provides information about membership benefits, programs, events, visitation, and available products. The Representative resolves routine member and guest concerns, documents interactions, and supports service delivery across designated membership service locations. The position contributes to membership engagement activities intended to strengthen member relationships and satisfaction, and communicates recurring interaction trends to leadership to support service improvements. It requires attention to detail, professionalism with electronic payment transactions, adaptability in a fast-paced environment, and commitment to the Zoo’s mission and guest experience standards. The Representative supports wildlife conservation and sustainable practices, and may work outdoors in varied weather conditions. Weekend, holiday, evening, special-event, and overtime work may be required.

Requirements

High school diploma or GED.
Two years of relevant work experience in high-volume customer service operations.
Ability to work independently with minimal supervision.
Excellent organizational, interpersonal, customer service, writing, oral communication, database, and program skills.
Strong interpersonal and facilitation skills.
Initiative, follow-through, and the ability to multitask and meet deadlines.

Responsibilities

Deliver exceptional customer service in alignment with departmental standards and the Zoo’s organizational values.
Communicate with members by phone, email, and in person about memberships, programs, visitation, and products, and document interactions in member records.
Research and resolve routine member and guest issues using available resources and established protocols, escalating complex matters as appropriate.
Enter, update, and verify member information in Point of Sale and Customer Relationship Management software.
Contribute to membership engagement activities and initiatives that strengthen member relationships and satisfaction.
Process membership sales and renewals and manage associated technology to ensure secure, accurate credit card transactions in compliance with Zoo policies and procedures.
Educate members about membership benefits and track benefit usage and participation.
Identify and communicate recurring trends in member interactions to leadership.
Maintain current knowledge of Zoo programs, services, policies, and membership offerings.
Support the Zoo’s wildlife conservation mission by participating in Saving Wildlife Opportunities, minimizing resource use, and encouraging sustainable practices.
Work weekends, holidays, evenings, special events, and overtime as required.
Work outdoors in a variety of weather conditions while maintaining a positive and professional attitude.
Help reduce waste, water, and energy use and encourage guests and staff to take wildlife-protecting actions.
Contribute to other operational priorities as needed.