Membership Representative

Houston Zoo•Houston, TX

11d

About The Position

The Membership Representative delivers exceptional front-line service to members while supporting daily operations within the Membership department. The role processes membership sales and securely handles credit card transactions, maintains accurate member records, provides information about membership benefits, programs, events, and visitation, resolves routine member concerns, and supports service delivery at designated membership locations. The Representative also contributes to philanthropic culture and membership engagement initiatives that strengthen member relationships and satisfaction. The position calls for attention to detail, professionalism when handling electronic payments, adaptability in a fast-paced environment, and commitment to the Zoo’s mission and guest experience standards. Houston Zoo’s mission is to connect communities with animals and inspire action to save wildlife. Its vision is to be a leader in the global movement to save wildlife. The Representative supports this mission through daily member service and by participating in wildlife-conservation opportunities and sustainable practices. The role may involve working outdoors in varied weather and working weekends, holidays, evenings, special events, and overtime as required.

Requirements

High school diploma or general education degree (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, and oral communication skills, as well as database and program skills.
Strong interpersonal and facilitation skills.
Initiative and follow-through, with the ability to multitask and meet deadlines.

Responsibilities

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