Contact Center Coordinators serve as the Zoo’s first point of contact, delivering exceptional customer service in a fast-paced environment. Coordinators are responsible for selling and processing memberships, special events, camps, field trips, tours, educational programs, and other Zoo experiences. They also provide general Zoo information by phone and email, assist with training Guest and Member Services Ambassadors and fellow staff, and collaborate across departments to ensure seamless guest experiences.
Essential Duties:
- Provide quality guest service to both internal and external guests by maintaining a WILD (friendly, helpful, positive and professional) working attitude and appearance and assist in creating value for each individual guest.
- Maintain exceptional standards for guest service, cleanliness, and physical appearance in all locations of the Zoo.
- Support membership operations by selling, renewing, and upgrading memberships; clearly explaining benefits and discounts; processing cards; and handling related mailings and web orders.
- Assist with the daily operations of the Contact Center by answering calls, re-directing inquiries, responding to messages, processing reservations and payments, processing web orders, assisting with special projects, and balancing daily totals.
- Manage incoming and outgoing mail, including sorting, distribution, postage machine use, and accurate tracking of checks received for processing.
- Promote and process ticket sales and reservations for events, camps, educational programs, field trips, birthday parties, tours, and other Zoo experiences.
- Provide accurate information and resolve inquiries or complaints in person, by phone, email, messaging platforms, or radio, using professionalism and problem-solving skills.
- Demonstrate initiative and creativity to continuously enhance the guest and member experience.
- Collaborate with Ambassadors, Coordinators, and other departments by assisting in training and serving as a knowledgeable resource on Zoo admissions, membership, call center, rentals, attractions, and seasonal experiences.
- Fulfill requests across departments for booking, ticketing, membership, and experience needs, including issuing complimentary admissions.
- Support program administration by invoicing schools, night camps, and outreach programs when necessary.
- Communicate any safety or operational concerns to the Contact Center Manager or appropriate department.
- Act as a liaison between Guest and Member Services and other Zoo departments to support smooth operations
- and guest satisfaction.
- Perform and assist with other duties, special events, or special projects as assigned. Management reserves the right to revise or assign other tasks as business needs evolve
- This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments.
- Requirements
- High school diploma or equivalent required.
- Minimum of two years guest service experience required with a focus on administrative functions.
- Telephone experience and data entry computer skills required.
- Excellent written and verbal communication skills.
- Ability to provide exceptional guest service to both internal and external guests.
- Strong computer and technical skills with the ability to work in integrated data systems, including Gateway Galaxy Ticketing and Crexendo.
- Proficiency in Microsoft Suite required.
- Excellent organizational skills with the ability to manage multiple priorities and deadlines.
- Able to work weekdays, weekends, evenings, holidays and school breaks.
- Ability to perform all the essential duties of a Call Center Ambassador and Guest Services Senior Ambassador.
- Ability to stand for extended periods of time, up to 15 hours.
- Ability to work outdoors in extreme weather conditions.
- Ability to pass pre-employment background check, drug test and DMV check.
Perks
- The Arizona Center for Nature Conservation is committed to maintaining the health and well-being of its employees.
- We offer a wide range of benefits for qualified employees designed to address the diverse needs of our employees and their families, such as:
- Medical, Dental, Vision and Prescription Drug Coverage (Domestic Partnership Benefits Available) Life, Accidental Death & Dismemberment, and Long Term Disability Insurance
- Flexible Spending Accounts
- Voluntary Life Insurance
- Employee Assistance Program
- Paid Time Off (PTO)
- Paid Sick Leave (PSL)
- 401(k) Plan with Match
- Phoenix Zoo Membership
- Employee WILD Rewards Program
- Service Awards
- Employee Cultural Exchange Program
- Tuition Reimbursement Program (for qualified courses)
- Outside Vendor Discounts
