Membership Services - Guest Care Ambassador (Seasonal)

This position contributes to the success of the Brookfield Zoo Chicago by performing Guest & Membership Services call center functions include responding to guest and member inquiries, communications via telephone and e-mail, as well as supporting membership sales and customer service in support of the institution's goals of financial sustainability, while providing an extraordinary guest experience.

This is a seasonal non-union hourly position, grade S008 with a pay rate of $18.60 per hour. For our Benefits Summary Information, follow this link to our Benefits Table or copy and paste the following in your internet browser https://www.brookfieldzoo.org/custom.czs/files/5d/5dfac8db-5b35-45d1-8e3c-b37c698b6d43.pdf (please refer to the non-union, seasonal employee section) and/or refer to the benefit details provided below after the job description information.

This seasonal position requires the ability to work non-traditional and varied hours, including weekends, holidays, and some evenings. Must be available 3 days during the week and at least one weekend day. Scheduled work hours will vary based on the needs of the operation and the volume of calls and membership applications received. Typically, the busy season runs from March to August and picks up for the winter holidays in December, with decreased hours and shifts during the non-peak season.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions of the position.

1. * Answer inbound calls on the external Guest & Membership communication lines. Answers all guest calls in a polite, quick, and efficient manner, managing multiple lines when necessary, seeking resolutions to problems promptly. Provides general information to the public regarding guest operational zoo inquiries and transfers call to appropriate departments. Checks email inquiries when needed and relays messages to appropriate support areas. Take membership sales phone orders and work with multiple sales systems like Galaxy Gateway and Key IVR in pairing with Raisers Edge to accommodate all membership phone orders.
2. * Create, maintain, and activate membership records in Raiser's Edge database assuring no prior record exists and utilizing the appropriate processes for each type of application. Record relevant information on the original application for further processing. Troubleshoot and problem-solve discrepancies as needed.
3. * Provide excellent customer service. Enthusiastic and accurate in relaying information to guests regarding product and service information. Demonstrate effective problem-solving skills to provide guests with essential information to assist them in maximizing their total zoo experience.
4. * Process onsite and lockbox membership applications by validating the completed data and receipts against the appropriate register system reports and cover sheets from the bank, totaling the combined sales amount, and sorting the applications. Reconcile this sale amount with expected totals. Troubleshoot and resolve discrepancies as needed.
5. Other related duties as assigned.

* Denotes Essential Job Function(s)

POSITION REQUIREMENTS:

• One year of data entry and customer service experience is required.
• Good organizational and analytical skills required.

• Basic computer skills required.

• Strong communication, teamwork, interpersonal, and customer service skills required.
• Eye for detail, completeness, and accuracy.

• Ability to work effectively under pressure, meet deadlines, and provide proactive and innovative solutions to customer issues.
• Must maintain confidentiality of privileged information.
• Ability to handle multiple priorities quickly and accurately with a positive attitude.
• Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.

DESIRABLE/PREFERRED QUALIFICATIONS:

• High school diploma or educational equivalent (e.g., GED.)preferred.
• Inbound call center experience is strongly preferred.
• Demonstrated conflict resolution skills desired.
• Intermediate or advanced computer skills/experience preferred with Microsoft Word and Excel desired. Experience in Raiser's Edge is a plus.
• Valid driver's license.
• Multi-lingual ability, Spanish fluency a plus.

ADDITIONAL INFORMATION:This position description summarizes the primary duties and functions of this position but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. This seasonal position requires the ability to work non-standard and varied hours including weekends, holidays, and some evenings. Must be available 3 days during the week and at least one weekend day. Scheduled work hours will vary based on the needs of the operation and the volume of calls and membership applications received. Typically, the busy season runs from March to August and picks up for the winter holidays in December, with decreased hours and shifts during the non-peak season. Incumbents must exhibit proactive, attentive, helpful, polite, and professional behavior toward all Brookfield Zoo Chicago's crew and guests. The work environment is a fast-paced, high-volume data entry office and inbound call center. Must be able to work as part of a team to process and deliver large volumes of membership materials for new and renewing members. The incumbent will answer an average of 25 calls per hour during the busy season, while entering membership applications and resolving unique guest & membership situations daily and requires one to be able to think on their feet, be flexible, and maintain a very high level of speed and accuracy.

OCCUPATIONAL REQUIREMENTS: See Occupational Requirements Form.

001296/020425

Seasonal Employees

Mental Health: Support, counseling, and resources for life issues at no cost to you. Eligible employees and their immediate family have access to Perspectives, a dynamic Employee Assistance Plan (EAP) which provides 24/7, confidential care and resources to address work and life stressors.

Retirement Savings: A 401(k) savings plan is available for all employees. Choose either pre-tax and/or Roth after-tax contributions. First of the quarter following one year of service, eligible employees receive matching contributions of 50% of the first 6% you contribute.

Other Benefits & Perks for All Employees (unless otherwise noted)

Advanced Inquiry Degree Program	Brookfield Zoo Chicago has partnered with Project Dragonfly at Miami University of Ohio to bring an exciting Master's degree program to the Chicagoland area. The Advanced Inquiry Program (AIP) is an inquiry-driven learning experience, allowing participants to take classes from Miami University faculty. Enrollment is open to applicants with a bachelor's degree, regardless of academic major or profession. This program is designed for teachers and other education professionals.
BZC University	The Zoo offers a variety of training, both on-site and via virtual classes and e-learning through Brookfield Zoo Chicago University at no cost to employees, including professional development, skill-building courses, conservation topics, zoo and animal-related topics, safety, leadership development, wellness, and much more. Instructors include guest speakers, staff presenters, and outside trainers.
Tuition Reimbursement	Regular, full-time non-union employees who have at least one year of seniority are eligible to apply for reimbursement of tuition expenses to a maximum of $1,000 per calendar year.
Access Credit Union	Employees are eligible immediately upon employment to participate in the credit union. The minimum balance is $5. Savings are insured up to $100,000, and savings accounts, new and used car loans, personal loans, student loans, and much more are available.
Blackhawk Work Perks	Special offers on Chicago Blackhawks games. Tickets start at $30.
Discounted Membership at Loyola Center for Fitness	Corporate discount members receive $0 enrollment and 25% off individual dues. Monthly pricing is subject to the number of people on the membership.
Discounted Day Care	Discounted day care is available through a partnership with KinderCare Education to provide discounted childcare benefits for employees. Covered brands include KinderCare Learning Centers, Children's Creative Learning Center, Inc. (CCLC), and Champions before and after-school care programs. Employees with children enrolled at a participating center save 10% on childcare tuition for children ages 6 weeks to 12 years available at over 100 locations throughout the greater Chicago metropolitan area.
Employee Discounts	Employees may benefit from "Working Advantage," an employee discount program, which offers a wide variety of discounts to staff.
Enterprise-Rent-A-Car	Discounts are available to staff members through Enterprise-Rent-A-Care for their personal use.
Free Flu Vaccines	Each year the Zoo offers free, on-site flu vaccinations to all full-time and regular part-time employees.
Free Admission and Parking	Free admission and parking privileges are provided to Non-Union Full-Time Employees and Union Full-Time Employees only and their immediate family members of BZC employees who have completed the required paperwork.
Free Admission to Other Cultural Institutions	The Zoo has reciprocal agreements with other major Chicagoland cultural institutions which allow employees and certain guests to receive free admission and/or parking pursuant to BZC's policy.
Free Notary Public Service	Several staff are commissioned Notary Publics and provide free notary services to BZC staff.
Freebie Table	Consistent with our conservation ethic, we have a "Freebie" table where staff can place unused/unwanted items that still have value for other staff members to claim. This has been a great way to recycle/upcycle by making unused items available to others.
Little Free Library: Take a Book. Share a Book.	The Zoo has a "Little Free Library" book exchange. If an employee sees a book they would like to read, they can take it, or they may donate a book they have finished. When they are done, they can return it to the Little Free Library or leave it at another Little Free Library location for others to enjoy.
Zoo Day Camp Discount	Zoo staff who register their child(ren) for Summer Camp at Brookfield Zoo Chicago receive a discounted price for a week of camp for each child registered. The discount is limited to immediate family members only (grandchildren included). Lunch and T-shirts are not discounted.
Zoo Discounts	Employee discounts are available on BZC gift shop and restaurant purchases, including 25 cent drinks when the Zoo-issued drink cup is used.