Membership Customer Service Rep

Department: Member Services 
Title: Part-time Customer Service Representative 
Location: Bronx Zoo 
Job Type: Part-time 
Pay Rate: $19 per hour. 
Reports to: Senior Manager, Member Services 

Position Summary 
The Business Services Membership team is seeking a self-motivated, enthusiastic individual 
who is able to maintain an efficient & effective office environment, handle operations in a call 
center, and provide administrative support to the department management team. 

Core Responsibilities Include: 

Customer Service 
o Handle membership inquiries, answering questions, and explaining benefits 
o Process new and renewal membership sales through the point of sale system 
o Assist members with changes to accounts (level, names, upgrades) 
o Provide additional real time park information (opening/closures, guest events) 
o Convert general inquires to sales calls; promote other revenue generating opportunities 
that provide additional support to WCS 
o Transfer calls to appropriate departments regarding other WCS inquires (Education 
programs, events etc.) 
o Provide service recovery - resolve member complaints by clarifying issues; researching 
and exploring answers and alternative solutions; implementing solutions; escalating 
unresolved issues to an onsite manager 
o Place outbound follow-up calls to ensure member satisfaction 
o Maintain call center database 
o Create, change and cancel member reservations 
o Monitor and respond to incoming emails via Salesforce Service cloud which includes 
assigning cases to seasonal team. 
o Assist supervisor with assigning mail-in forms to seasonal staff daily. 

Fulfillment 
o Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail 
or email, issuance of membership cards 
o Assist with the in-house fulfillment of virtual membership and symbolic adoption orders 

Inventory Management 
o Help track & maintain inventory of supplies & membership collateral (t-shirts, giveaways, 
information pamphlets, selling tools, etc.) including symbolic adoption collateral (various 
plush, fact cards, certificates, etc.) 
o Issue permanent & replacement cards 
Field Operations Support 
o Reconciliation - correct field errors in system, re-issue cards 
o Onsite customer support when needed (print card, guest pick-up) 
o Uniform distribution for all parks 
o Participate & provide onsite support during member events and activities for existing and 
prospective members. 
o Assist with parking tag distribution for WCS onsite employees