Facility
Bronx Zoo
Closing Date
[jobclosingdate]
Description
Position Summary
Manage WCS Membership customer relations activities in a call center environment to provide superior service, enhance member experience, maximize revenue, and support the mission of the Wildlife Conservation Society.
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Responsibilities include, but are not limited to:
Sales & Service
• Manage the daily operation of Member Services call center
• Ensure the promotion of up-sell items
• Oversee and handle service recovery response, by phone, email, or onsite when needed
Call Center Operations
• Monitor and administer incoming member correspondence, including phone, email,
mail, and onsite interactions and facilitate professional response & service
• Supervise & handle fulfillment of all orders
• Data entry of member records into database
• Support the operation, maintenance, and advancement of Point-of-Sale systems to ensure that member processing & fulfillment is being properly monitored and recorded
Personnel Management
• Hire, train, and manage a high-performing team of part time call center staff
• Schedule and implement hourly staffing plan to provide excellent customer service,
sales, and efficient operations within budgeted payroll
• Recognize and reward outstanding achievements, be responsive to team needs
and interests, and comply with all federal, state and local labor law and equal
opportunity requirements
• Take corrective action for violations of WCS & departmental rules and procedures
Product Management, Expense Control & Protection of Assets
• Monitor and control cash, and focus on loss prevention practices, to ensure that funds are being handled in an accurate and secure manner that conforms to WCS policies and procedures
• Control paper, packaging, and office supplies to minimum waste and maintain
budget
• Maintain inventory of department supplies (including member sales collateral, stationary, etc.), and manage the use of all assets (i.e. computer equipment) to minimize repair and maximize longevity
Presentation
• Ensure that all work locations are clean, organized, and neat, using safety as a
guide.
Administration & Cooperative Management
• Prepare daily, weekly and monthly reports as required.
• Collaborate with Business Services administrative team on local reporting and
analysis.
• Promote the ongoing improvements & refinement of call center operations.
• Collaborate with relevant park and division staff to promote a professional, clean,
organized and safe environment for staff, visitors, and animals.
• Support cross-department initiatives.
• Model behavior as defined by WCS mission, vision, and values.
Other duties as assigned
Education and Pre-requisites
QUALIFICATIONS:
Bachelor’s degree or equivalent experience in related fields preferred
Minimum requirement two years of management/supervisory experience, preferably in an administrative role in a fast paced, customer focused, seasonal environment
Proficiency in Microsoft Office Suite & ability to operate point of sale equipment.
Data entry experience preferred
Strong communication skills – including oral, written, and interpersonal abilities
Ability to lead a diverse team of full-time and part-time staff with varying skill sets & personalities. Must be comfortable addressing staff behaviors and coaching
Strong organizational & problem solving skills with a demonstrated ability to balance numerous and varied tasks simultaneously. Can work with little supervision
Must be available to work weekends & holidays and have a flexible schedule
LOCATION: Based at Bronx Zoo
Compensation and benefits
Not specified.
Application instructions
Not specified.