Membership Services Coordinator

Seneca Park Zoo Society; City of Rochester (NY); On-site; USD 46,000 - 48,000; Full time

Job summary

The Seneca Park Zoo Society seeks a dedicated Membership Services Coordinator passionate about enhancing member experiences. This role involves providing exceptional service, managing day-to-day membership operations, and engaging the community through events and support. Qualified candidates will possess a Bachelor's degree and relevant experience in customer service.

Qualifications

• Bachelor's degree required.
• 3 years of relevant experience in member/guest services or customer support.
• Computer competency and Microsoft Office skills essential.

Responsibilities

• Provide exceptional customer service for members, primarily at the Zoo's Member Entrance.
• Hire, train, and coordinate part-time Membership Specialists.
• Utilize and maintain membership point-of-sale and CRM systems.

Skills

Customer Service

Organization

Communication

Interpersonal

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

Department: Membership FLSA Status: Non-exempt

Salary Range: $46,000 - $47,500

Working Hours: 8:30 am - 5:00 pm, Tuesday through Saturday. Some evenings and additional weekend days as necessary.

Direct Supervisor's Name and Title: Erin Donnelly, Membership Manager

JOB SUMMARY

The Zoo Society is looking for someone with a passion for enhancing the customer service provided and the welcoming experience enjoyed by members at the Zoo's Member Entrance. The Membership Services Coordinator provides all levels of support with all aspects of day-to-day member operations at the Zoo's Member Entrance and within the membership department. This position is an integral part of a team responsible for raising significant funds to support operations and programs while creating engaging experiences for our members.

DUTIES

• Provide exceptional customer service for members primarily at the Zoo's Member Entrance while responding to member issues or concerns.
• Encourage membership purchases, upgrades or adding a la carte items. Accept and process membership fees, donations, and respond to inquiries or feedback. Provide opportunities for member spending and giving.
• Conserve resources (such as printed materials) and inspire members to support conversation efforts (such as through donations added to membership dues.)
• Hire, train, and coordinate 2-4 part-time Membership Specialists. Engage part-time staff and maintain an environment where they feel proud of their involvement with the Zoo.
• Start, coordinate, and close out shifts for daily sales and occasionally event admission. Prepare daily reports. Help both members and staff with issues that require special attention.
• Utilize and help maintain the membership point-of-sale and CRM systems.
• Assist with member events and other Zoo events as well as other duties as assigned.
• Design and implement creative member engagement and appreciation experiences.
• As part of the front office team, assist guests as needed. This may include first aid, providing golf cart transportation to guests, and making PA announcements.
• This position is performed primarily in an office environment with moderate to light noise. Walking to various locations throughout the Zoo will create exposure to outdoor elements. This position requires sitting, walking, standing, speaking, hearing, interacting with Zoo public, guests and staff. Working at a computer for long periods of time. Some lifting and carrying up to 40 pounds.

SUPERVISION

Hire, train, and coordinate 2-4 part-time Membership Specialists. Engage part-time staff and maintain an environment where they feel proud of their involvement with the Zoo.

MINIMUM QUALIFICATIONS

Education Requirements:

• Bachelor's degree required

Experience Requirements:

• Must have at least 3 years of relevant experience in member/guest services or customer support.
• Computer and Microsoft Office competency is required.
• Proficiency or experience with Salesforce is a plus.
• Experience working at a museum, gallery, zoo, aquarium, or science center is a plus.
• Must have a valid New York State Driver's License.

Skills and Competencies Requirements

Ability to work independently and meet deadlines. Adaptable, with an excitement for learning and a passion for growth. Must have flexible schedule and ability to manage multiple tasks while maintaining a calm and positive demeanor. Must demonstrate strong customer service, organization, and interpersonal and communication skills. The ability to work well with other team members is essential.

Please submit cover letter and resume when applying.

Seneca Park Zoo Society is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.