Call Center Agent

Houston Zoo; Houston (TX); On-site; USD 35,000 - 48,000; Full time

Job summary

Houston Zoo is seeking a friendly, detail‑oriented front desk/guest services specialist to support member and guest experiences. You will handle registrations, answer inquiries, and maintain CRM data with Galaxy and Microsoft Dynamics 365.

The role requires excellent communication, organizational skills, and a commitment to the Zoo’s conservation mission. Responsibilities include processing on‑site registrations, managing payments, and collaborating with teams to promote programs.

Qualifications

• Two years of clerical, administrative, guest service or call center experience.
• Strong organizational and customer service skills, plus writing and oral communication abilities.
• Ability to work independently with minimal supervision., multi‑tasking and deadlines.

Responsibilities

• Communicate with members and guests via phone, email, and in person about Zoo programs and products.
• Deliver outstanding service aligned with Houston Zoo values and maintain professional interactions.
• Process registrations and reservations for on‑site activities and programs.
• Maintain accurate records using Galaxy and Microsoft Dynamics 365 CRM.
• Stay informed about Zoo programs by attending meetings and reviewing communications.
• Operate office systems and equipment to ensure accurate documentation and transactions.
• Identify and resolve guest issues using established protocols.
• Promote classes and programs while scheduling other activities.
• Document recurring guest interaction trends to support service improvements.
• Prepare on‑site registration confirmation packets and assist with payments when needed.

Skills

Customer service

Interpersonal skills

Organizational skills

Oral communication

Writing skills

Education

High school diploma

GED

Tools

Galaxy CRM

Microsoft Dynamics 365

Job description

Job Duties and Responsibilities

• Communicates effectively with members and guests via phone, email, and in person, providing accurate information about Zoo programs, visitation, and available products.
• Delivers outstanding customer service aligned with Houston Zoo’s core values, ensuring positive, professional interactions with internal and external guests.
• Processes registrations and reservations for on-site activities such as School Field Trips, Kids’ Birthday Parties, and other programs.
• Participates in data management and accurate record‑keeping via Galaxy and Microsoft Dynamics 365 CRM.
• Maintains current knowledge of Zoo programs, services, and products by attending daily start‑up meetings and reviewing internal communications.
• Operates computer systems and office equipment professionally to ensure accurate documentation and transaction processing.
• Identifies, researches, and resolves guest issues using established protocols and available resources.
• Promotes classes and programs while scheduling other activities.
• Identifies, documents, and communicates recurring trends in guest interactions to support continuous improvement in member and guest services.
• Prepares and distributes on‑site program registration confirmation packets.
• Occasionally collects and processes payment transactions.
• Supports the Zoo’s wildlife conservation mission by participating in Wildlife Saving Opportunities, minimizing resource use, and encouraging sustainable practices among guests and staff.
• Contributes to saving animals in the wild through reduction of waste, water and energy use and inspiring guests and staff to take wildlife protection actions.
• Contributes to other operational priorities as needed.

Education and Experience

• High school diploma or general education degree (GED).
• Two (2) years’ clerical, administrative, guest service or call center experience.
• Excellent organizational, interpersonal, customer service, writing, oral communication skills, and database and program skills.
• Ability to work independently with minimal supervision.
• Initiative and follow‑through, as well as the ability to multi‑task and meet deadlines.

Equity, Diversity, and Inclusion

Houston Zoo is an Equal Opportunity Employer.