Guest Strategy Associate - Zoo

Cleveland Metroparks; Cleveland (OH); On-site; USD 18,184,000 - 23,419,000; Full time

Job summary

Cleveland Metroparks is seeking a Guest Strategy Associate to assist with registration of education programs, admission sales, and special event ticketing, while delivering exceptional customer service to Zoo guests. The role supports end-to-end guest experiences and day-to-day operations at the Guest Resource Center.

The position involves handling ticket orders, webstore issues, calls and emails, accessibility accommodations, data entry, cash handling, and various administrative tasks.

Responsibilities

• Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales.
• Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction.
• Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
• Executes day-to-day operations including but not limited to:
• Ticket order support and webstore issues.
• Answering calls and emails on behalf of Cleveland Metroparks Zoo.
• Arranging accessibility accommodations for guests’ needs (e.g. sensory bags and wheelchair rentals).
• Data entry and updating daily communication logs.
• Cash handling and payment collection.
• Assist with lost and found services.
• Keeps direct supervisor promptly informed of key/significant issues or concerns.
• Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.
• Assist with processing the intake of deliveries and pick up of packages.
• Performs administrative support tasks as requested (e.g. assisting with special projects, reports, filing, and data entry).
• Performs related duties as assigned or apparent.
• Assist with walk-in customer service needs, as needed.
• Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.

Job description

The Guest Strategy Associate assists with registration of education programs, admission sales, special event ticketing and all day-to-day functions of the Guest Resource Center while providing exceptional customer service to Zoo guests in a friendly, personable manner at all times. This position ensures Cleveland Metroparks Zoo guests have a positive experience and works towards a seamless end-to-end customer experience

• Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales. Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction. Refers all unresolved complaints to Manager of Guest Strategy.
• Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
• Executes day-to-day operations including but not limited to:
• Ticket order support and webstore issues.
• Answering calls and emails on behalf of Cleveland Metroparks Zoo.
• Arranging accessibility accommodations for guests’ needs (e.g. sensory bags and wheelchair rentals).
• Data entry and updating daily communication logs.
• Cash handling and payment collection.
• Assist with lost and found services.
• Keeps direct supervisor promptly informed of key/significant issues or concerns.
• Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.
• Assist with processing the intake of deliveries and pick up of packages.
• Performs administrative support tasks as requested (e.g. assisting with special projects, reports, filing, and data entry).
• Performs related duties as assigned or apparent.
• Assist with walk-in customer service needs, as needed.
• Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.