Call Center Agent

Houston Zoo; Houston (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

The Houston Zoo is seeking a Call Center Agent to handle guest interactions via phone, email, and in person, answering questions about programs and visits. You will support both pre-sale and post-sale activities, including reservations and basic tech support, ensuring accurate documentation and friendly service.

Using Galaxy and Microsoft Dynamics 365 CRM, you will manage data and collaborate with teams to promote classes, document trends, and improve guest experiences.

Qualifications

• High school diploma or GED required.
• 2 years clerical or call center experience.
• Excellent organizational, interpersonal, writing and verbal skills.
• Ability to work independently and multi-task.

Responsibilities

• Respond to guest inquiries via phone, email, and in person with accurate information about programs, visitation, and products.
• Provide pre-sale and post-sale support, including reservations.
• Process registrations and reservations for on-site activities.
• Maintain records in Galaxy and Microsoft Dynamics 365 CRM.
• Promote programs and classes to guests and schedule activities.
• Identify guest trends to support continuous improvement in member services.
• Prepare on-site registration packets and handle payments as needed.

Skills

Customer service

Communication

Multi-tasking

Data entry

Education

High school diploma or GED

Tools

Galaxy

Microsoft Dynamics 365 CRM

Job description

The Call Center Agentis responsible formanaging a variety of guest interactions via phone, email, and in person. Responsibilities include responding to inquiries about Zoo programs and products, processing reservations, addressinggeneral questions, and providing both pre-sale and post-sale support, including technical and functionalassistance.

Our Mission: Houston Zoo connects communities with animals, inspiring action to save wildlife.

Our Vision: Houston Zoo will be a leader in the global movement to save wildlife.

Job Duties and Responsibilities

• Communicates effectively with members and guests via phone, email, and in person,providingaccurateinformation about Zoo programs, visitation, and available products.
• Delivers outstanding customer service alignedwithHoustonZoo’s core values, ensuring positive,professional interactions with internal and external guests.
• Processes registrations and reservations for on-site activitiessuch asSchool FieldTrips,Kids’BirthdayParties, and otherprograms.
• Participates in data management andaccuraterecord-keeping via Galaxy and Microsoft Dynamics 365CRM.
• Maintains current knowledge of Zooprograms, 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 usingestablished protocols andavailable 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 distributeson-site program registration confirmation packets.
• Occasionally collects andprocessespayment transactions.
• Supports the Zoo’s wildlife conservation mission byparticipatingin Wildlife Saving Opportunities,minimizing resource use,and encouraging sustainable practices among guests and staff.
• Contributes to saving animals in the wildthrough: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 meetdeadlines.

ABOUT HOUSTON ZOO

The Houston Zoo is made up of many moving parts with over 6,000 permanent residents (our animals) for whom we provide housing, meals, medical care and, yes, even education! There are over 2 million guests each year who come to experience our incredible variety of animals and ecosystems, as well as attend special private and public events and entertainment. Our dedicated staff works around the clock to ensure that the Zoo is always running smoothly for the safety and well-being of our residents and guests. We strive to ensure the protection of all the counterparts of the animals we have at the Zoo and in the wild.

Join the Houston Zoo and become a part of an organization that is focused on the preservation of wildlife and their habitats by combining conservation with education and promotion of sustainable livelihoods in the local communities. Houston Zoo is an Equal Opportunity Employer.