Call Center Agent

Job description

The Call Center Agent is responsible for managing a variety of guest interactions via phone, email, and in person. Responsibilities include responding to inquiries about Zoo programs and products, processing reservations, addressing general questions, and providing both pre-sale and post-sale support, including technical and functional assistance. Our Mission: Houston Zoo connects communities with animals, inspiring action to save wildlife. Our Vision: Houston Zoo will be a leader in the global movement to save wildlife. Job Duties and Responsibilities • Communicates effectively with members and guests via phone, email, and in person, providing accurate information about Zoo programs, visitation, and available products. • Delivers outstanding customer service aligned with Houston Zoo’s core values, ensuring positive, professional interactions with internal and external guests. • Processes registrations and reservations for on-site activities such as School Field Trips, Kids’ Birthday Parties, and other programs. • Participates in data management and accurate record-keeping via Galaxy and Microsoft Dynamics 365 CRM. • Maintains current knowledge of Zoo programs, services, and products by attending daily start-up meetings and reviewing internal communications. • Operates computer systems and office equipment professionally to ensure accurate documentation and transaction processing. • Identifies, researches, and resolves guest issues using established protocols and available resources. • Promotes classes and programs while scheduling other activities. • Identifies, documents, and communicates recurring trends in guest interactions to support continuous improvement in member and guest services. • Prepares and distributes on-site program registration confirmation packets. • Occasionally collects and processes payment transactions. • Supports the Zoo’s wildlife conservation mission by participating in Wildlife Saving Opportunities, minimizing resource use, and encouraging sustainable practices among guests and staff. • Contributes to saving animals in the wild through: reduction of waste, water and energy use and inspiring guests and staff to take wildlife protection actions. • Contributes to other operational priorities as needed. Education and Experience • High school diploma or general education degree (GED). • Two (2) years’ clerical, administrative, guest service or call center experience. • Excellent organizational, interpersonal, customer service, writing, oral communication skills, and database and program skills. • Ability to work independently with minimal supervision. • Initiative and follow-through as well as the ability to multi-task and meet deadlines. ABOUT HOUSTON ZOO The Houston Zoo is made up of many moving parts with over 6,000 permanent residents (our animals) for whom we provide housing, meals, medical care and, yes, even education! There are over 2 million guests each year who come to experience our incredible variety of animals and ecosystems, as well as attend special private and public events and entertainment. Our dedicated staff works around the clock to ensure that the Zoo is always running smoothly for the safety and well-being of our residents and guests. We strive to ensure the protection of all the counterparts of the animals we have at the Zoo and in the wild. Join the Houston Zoo and become a part of an organization that is focused on the preservation of wildlife and their habitats by combining conservation with education and promotion of sustainable livelihoods in the local communities. Houston Zoo is an Equal Opportunity Employer. Disclaimer The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a complete inventory of all responsibilities, duties and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an at-will basis. Benefits Full-time, regular positions are offered the following benefits. • Medical and Prescription Drug • Vision • Dental • Basic Life AD&D (100% Employer Paid) • Short Term Disability (100% Employer Paid) • Long Term Disability (100% Employer Paid) • Supplemental Life • Flexible Spending Account / Health Savings Account • 401k, with employer match Full-time and Part-Time, regular positions are offered the following additional benefits. • Free Zoo Membership • Free Guest Passes • Discounts on Food, Merchandise, Attractions, Admission and Programs • Free parking Houston Zoo is an Equal Opportunity Employer We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.