Member Services Ambassador

Immediate Opening!

The Santa Barbara Zoo is seeking a part-time Member Services Ambassador with customer service and administrative skills, who thrives in a fast-paced team environment

Position Status: Part-Time, Regular, Hourly, Non-ExemptSchedule: Up to 25 hours per week. The schedule is variable, must be available weekends and evenings, hours between 9 AM and 7 PM.

Compensation: $17.90 per hour

*You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position*

SUMMARY:

Under the general direction of the Director of Membership, the Member Services Ambassador provides quality service to current and prospective Santa Barbara Zoo Members and other guests in the office and at the Zoo entrance, while providing administrative support to the Membership Team.

ESSENTIAL DUTIES:

Serves as the first touchpoint for most member inquiries, communicating professionally via phone, email, and in person, meeting needs in a timely manner

Responsible for answering department phone and voicemails

Encourages and assists guests with in-person purchases at the Zoo's entrance

Facilitates member entrance into the Zoo

Processes membership mail and phone orders

Processes gift memberships

Handles membership billing/accounting research; collaborates with other departments as needed

Assists with entering new and updated data into the Point-of-Sale (POS) system and membership database as needed

Responds to public inquiries concerning membership and other Zoo programs

Performs administrative tasks and assists fellow team members as needed

Problem solves to provide resolutions for member account inquiries

Keeps track of regular membership supplies and restocks or orders as needed

Digitally issues and mails out membership materials as needed

Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings

Adheres to the Zoo's policies and procedures as outlined in the Employee Policy Manual

Applies and exemplifies "green" (sustainable) practices whenever possible SECONDARY DUTIES:

Assists with other Membership Department functions as necessary.

Participates in special team assignments as appropriate.

Performs other duties as assigned. Guest Relations:

Greets every guest with a smile

Thanks guests for supporting/visiting the Zoo

Answers phone calls, voice mails, and e-mails promptly

Ensures the Zoo's presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions

Associates with guests to assist and share information

Responds to all guest inquiries, complaints, and comments according to Zoo guest relations procedures

Maintains a clean neat appearance and adheres to the Zoo's uniform dress code

Reflects the qualities outlined in the Guest Relations Statement, the Zoo's Core Values, and the Employee Pledge POSITION CRITERIA:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience:

High school graduate

Prior experience in customer service working directly with the public desirable

Prior experience working with member/donor databases is desirable License, Certification, or Preferred Qualifications:

• Some college coursework preferred

Knowledge, Skills, & Abilities:

Effective oral and written communication skills

Effective phone etiquette skills

Ability to follow oral and written direction

Data entry with accuracy and word processing skills

Capacity to develop friendly and productive relationships at work

Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests

Ability to work effectively in a shared open space environment, with very frequent interruptions

Must be comfortable approaching customers and advocating on behalf of the Zoo and membership options

Ability to work with guests with a positive demeanor, even when dealing with unpleasant or unhappy customers

Ability to answer the same questions and explain the same products and features over and over again while maintaining a consistently excellent level of service

Ability to work as a team: in addition to your individual responsibilities, you'll need to assist your coworkers and work with the success of the team in mind

Ability to multitask successfully, assisting several customers at once. You may need to complete more than one task at the same time, like answering questions while completing a purchase transaction

Ability to use some office equipment and software, including a cash register or other payment processing equipment, point-of-sale programs, and a multi-line phone

Ability to use active listening and critical thinking

Ability to exercise safe work habits

Must maintain confidentiality of work-related information and materials pertaining to members Physical Demands & Work Environment:

Requires the ability to communicate effectively with other team members, even when schedules differ

Requires the ability to access all areas of the facility

Must be able to climb stairs, manipulate computer tools, stand/walk for up to two continuous hours

Ability to work successfully in a shared, open-space workspace with interruptions and individuals interacting

Occasionally involves working out-of-doors in all weather conditions

Supportive and open employment culture Tools Used:

Computer and software (Raiser's Edge 7, Humanitru, Excel, Word, Outlook, Windows)

Point-of-Sale (POS) System

Two-way radio

Hand tools

Standard office equipment; telephone, printer, copier, facsimile machine, and calculator BENEFITS & PERKS:

Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!

Free parking, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases

Access to the Collabornation learning platform, professional development events, and lunch & learn opportunities

*You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position*Please make sure to check your spam folder if you do not see an email response from the Zoo.

This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

At this time, the Zoo does not sponsor employment or internship visas.

Compensation: $17.90 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation.

Once you apply, please make sure to check your spam folder if you do not see an email response from the Zoo.

The Santa Barbara Zoo is a private 501(c)(3) nonprofit corporation and is a fully accredited member of the Association of Zoos and Aquariums. Known as one of the world's most beautiful zoos, it is located on 30 acres of lush botanic gardens overlooking the Pacific Ocean. It is home to more than 146 animal species living in open, naturalistic habitats. Our wonderful collaborative team includes up to 220 employees and 50 volunteers.