Membership Customer Service Rep

Wildlife Conservation Society; New York (NY); On-site; USD 22,000 - 30,000; Part time

Job summary

Wildlife Conservation Society is seeking a part-time Customer Service Representative at the Bronx Zoo. The role supports the Member Services department with call-center style operations, membership processing, and on-site guest services.

The position requires strong communication, cash handling, and the ability to multitask in a dynamic environment. Weekend, holiday, and extended hours availability are preferred for coverage.

Qualifications

• High School Diploma or GED required.
• Prior office experience or college coursework preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and data entry.
• Cash handling experience preferred.

Responsibilities

• Handle membership inquiries, answering questions, and explaining benefits.
• Process new and renewal membership sales through the point of sale system.
• Assist members with changes to accounts (level, names, upgrades).
• Provide real time park information (opening/closures, guest events).
• Convert general inquiries to sales calls and promote other revenue opportunities.
• Transfer calls to appropriate departments regarding other WCS inquiries.
• Provide service recovery and resolve member complaints; escalate unresolved issues to onsite manager.
• Place outbound follow-up calls to ensure member satisfaction.

Skills

Microsoft Office

Data entry

Cash handling

Verbal and written communication

Multi-tasking

Dependable

Proactive

Weekend/holiday availability

Education

High School Diploma or GED

Tools

Salesforce Service Cloud

Point of Sale system

Job description

Job Description

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

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

Fulfillment

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

Inventory Management

• 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.)
• Issue permanent & replacement cards

Field Operations Support

• Reconciliation - correct field errors in system, re-issue cards
• Onsite customer support when needed (print card, guest pick-up)
• Uniform distribution for all parks
• Participate & provide onsite support during member events and activities for existing and prospective members.
• Assist with parking tag distribution for WCS onsite employees

Qualification Requirements

• Required Knowledge / Skills / Abilities:
• High School Diploma or GED equivalent required
• Prior office experience or college level work preferred
• Proficient in Microsoft Office Suite (word, excel, outlook)
• Moderate knowledge of computers and/or data entry must be able to accurately enter data into our database
• Must be comfortable with handling cash and equivalents - previous cash handling experience preferred
• Strong verbal and written communication skills
• Has an independent work nature, needing minimal support and supervision; ability to multi task
• Highly dependable and reliable
• Proactive and outgoing
• Must be flexible & available to work weekends, holidays & extended hours

Salary Range

$19.00/ Hour