Customer Service Representative

City of Norfolk, VA; Norfolk (VA); On-site; USD 27,000 - 36,000; Part time

Benefits offered by this job

Paid holidays

Vacation and sick leave

Pension plan

Life insurance

Medical and dental coverage

457 deferred compensation

Long-term disability

Credit union membership

Employer provided parking

Job summary

City of Norfolk, VA's Virginia Zoological Park is seeking a friendly Customer Service Representative to welcome visitors, assist with admissions and membership sales, and support event operations.

The ideal candidate has at least a high school diploma and six months of customer service experience, is detail-oriented, and capable of handling a fast-paced, public-facing environment while ensuring accurate transactions.

Qualifications

• Requires knowledge to understand basic operational, technical, or office processes.
• Six months of experience in a customer-facing role is preferred.

Responsibilities

• Greet and interact with guests.
• Answer on-site guest questions and resolve guest issues.
• Process monetary transactions and adhere to cash handling policies.
• Introduce non-members to the Zoo Membership program highlighting benefits and value.
• Process admission tickets, membership enrollments/renewals through CRM software.
• Maintain and update membership database ensuring accuracy.
• Support events by staffing check-ins and membership sales.
• Assist with end-of-day sales reconciliation and tills.
• Support the Guest Services Manager with events and projects.

Skills

Customer service

Telephone communication

Guest interaction

Cash handling

Education

High school diploma or equivalent

Tools

CRM software

POS system

Job description

Description

Norfolk, Virginia is

America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications.

The Customer Service Representative provides exceptional customer service to all visitors by creating a welcoming, efficient, and informative experience. This role supports admissions, membership sales, guest engagement, and event operations while ensuring accurate transaction processing and adherence to organizational policies. The ideal candidate is friendly, detail-oriented, and capable of handling a fast-paced, public-facing environment.

Essential Functions

Essential functions include but are not limited to:

• Greet and interact with guests.
• Answer on-site guest questions and resolve guest issues.
• Accurately process monetary transactions and adhere to all cash handling policies.
• Introduce non-members to the Zoo Membership program highlighting benefits and value.
• Process admission tickets, membership enrollments/renewals/gifts through CRM software.
• Maintain and update membership database ensuring accuracy.
• Supports events by staffing check ins, membership sales, and maintaining lines.
• Supports end of day sales reconciliation, contribute to preparation / closeout of tills utilized by Guest Services team, as needed.
• Supports the Guest Services Manager with the success of events, programs, and projects the department is involved in.
• Performs other duties as assigned.

Education/Experience

Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

Six months experience.

The Preferred Candidate Will Possess

• Previous customer services and telephone experience.

Additional Information & Requirements

Work Location: Virginia Zoological Park, 3500 Granby St., Norfolk, VA 23504

Work Hours: 32 hours per week, Wednesday through Saturday, 8:00am to 4:30 pm.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.
• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.

Note

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01. The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

• I understand and will answer the following supplemental questions completely and thoroughly.

02. Please select the highest level of education you have completed.

• High School Diploma/GED
• Some College (6 months or more)
• Vocational/Technical Degree
• Associate's Degree
• Bachelor's Degree
• Master's Degree or higher

03. Please indicate how many years of customer service experience you possess.

• Less than 1 year of experience
• 1 - 5 years of experience. 5 - 10 years of experience
• Over 10 years of experience

04. How much of your customer services experience is in an entertainment venue?

• Less than 1 year of experience
• 1 - 5 years of experience
• 5 - 10 years of experience
• Over 10 years of experience

05. Please select all Microsoft products you are proficient in using in an office setting.

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft Access
• Nothing listed above

06. How many years’ experience do you have operating a Point of Sale system?

• I have no experience
• Less than 2 years of experience"l>
• 2 - 3 years of experience
• 3 - 4 years of experience
• 4 or more years of experience

07. How many years’ experience do you have in cash handling?

• I have no experience
• Less than 2 years of experience
• 2 - 3 years of experience
• 3 - 4 years of experience
• 4 or more years of experience

08. The Zoo is open seven days a week, except for New Year’s Day, Thanksgiving Day, Christmas Eve and Christmas Day. This position will be required to work the occasional holiday, arrive early and/or stay later for events, etc. Would you be willing to work that type of schedule?

• Yes
• No

09. Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee
• Yes - I am a previous City of Norfolk Employee
• No - I am not a previous or current City of Norfolk employee

10. Please indicate your veteran status. (A copy of your long form DD-214 may be required)

• I am not a Veteran
• I am a Veteran
• I am a Disabled Veteran
• Required Question