Customer Service Representative

Company: Wildlife Conservation Society
Location: Bronx
Posted on: April 3, 2025

Job Description:

Job Description

Department: Member Services

Title: Customer Service Representative

Location: Onsite - Bronx Zoo

Job Type: Seasonal

Pay Rate: $17.50 - $18.50 per hour

Reports to: Senior Manager, Member Services

Position Summary

The Customer Service Representative for Membership is dedicated to delivering outstanding service, handling membership inquiries, and processing new or renewal sales. This role involves assisting members with account updates, providing real-time park information, and promoting exciting opportunities to enhance their member experience at our parks. The representative will also address member concerns, follow up on satisfaction, and assist with maintaining the call center database. Additional responsibilities include processing mail, assisting with membership inventory, supporting field operations with card re-issues and reconciliation.

Core Responsibilities Include:

Customer Service

o Handle membership inquiries, answering questions, and explaining benefits

o Process new and renewal membership sales through the point of sale system

o Assist members with changes to accounts (level, names, upgrades)

o Provide additional real time park information (opening/closures, guest events)

o Convert general inquires to sales calls; promote other revenue generating opportunities that provide additional support to WCS

o Transfer calls to appropriate departments regarding other WCS inquires (Education programs, events etc.)

o 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

o Place outbound follow-up calls to ensure member satisfaction

o Maintain call center database

o Create, change and cancel member reservations

o Monitor and respond to incoming emails via Salesforce Service cloud

Fulfillment

o Process inbound & outbound mail; inbound mail: follow-up with members via phone, mail or email, issuance of membership cards

o Work closely with in-house mail carrier on shipments, rush orders etc.

Inventory Management

o Track & maintain inventory of supplies & membership collateral (t-shirts, giveaways, information pamphlets, selling tools, etc.)

o Issue permanent & replacement cards

Field Operations Support

o Reconciliation - correct field errors in system, re-issue cards

o Onsite customer support when needed (print card, guest pick-up)

o Uniform distribution for all parks

Keywords: Wildlife Conservation Society, Mount Vernon , Customer Service Representative, Sales , Bronx, New York