Member Services Associate

Job Title: Member Services Associate 

Department: Membership 

Reports to: Membership Manager 

FLSA Status: Non-Exempt

Job Status: Seasonal  

 

Schedule: Fridays, Saturdays, and Sundays, with some weekday shifts as needed. 

 

Job Purpose: To provide friendly, informative customer service to Zoo Atlanta’s Members and guests who are interested in purchasing or inquiring about Membership. This position is sales-driven with a proficiency in computers. 

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Essential Duties and Responsibilities:

• Assist Member Services walk-in, phone-in and on-site customers with questions and purchases
• Clearly and creatively communicate Membership levels, values and benefits
• Complete purchases and handle cash, credit and check purchases securely and accurately
• Meet and/or exceed individual as well as team sales goals each month as set by management team
• Create, maintain, and edit Member records in Raiser’s Edge Database
• Research and resolve Member issues
• Respond to Membership emails
• Place outbound calls to Members and animal sponsorship donors
• Assist with Member events as needed
• Assist with fulfillment duties as needed
• Process card and ticket reprints
• Handle AZA reciprocal list program
• Explain policies and procedures in detail as they relate to Membership products
• Complete a variety of forms correctly and with an emphasis on detail
• Perform other data entry and Member Services assistance as needed
• Must be willing to work holidays, weekends and Zoo Atlanta events as needed
• Maintain positive working relationships and communication within the Membership team environment as well as with all other Zoo Atlanta staff 
• 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 and Values statement.
• Any other miscellaneous projects/assignment assigned by Zoo Atlanta’s Membership/Marketing Management Team.

 

Qualifications:  

• 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 
• Focus on strong customer service and quality orientation 
• Must be comfortable working in a fast-paced work environment
• Zoo Atlanta is open to the public 363 days out of the year; therefore, all positions at Zoo Atlanta may require employees to work some weekends, holidays and evenings.

 

Certificates/Licenses/Registrations: N/A

 

Driving Requirements: N/A

 

Physical Demands: 

• Ability to stand, sit and walk for up to 8 hours at a time

 

Work Environment:  

• 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

 

MISC: This job description is not intended to be all-inclusive. Therefore, the employee may be required to perform other reasonably related duties as assigned by the immediate supervisor or other management. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that this job description does not constitute a written or implied contract of employment.

 

Zoo Atlanta is an Equal Opportunity Employer and provides a Smoke-free and Drug-free Work Environment

 

Zoo Atlanta (sometimes referred as Atlanta Zoo) is an Association of Zoos and Aquariums (AZA) accredited zoo in Atlanta, Georgia. The current president and CEO of Zoo Atlanta is Raymond B. King.