Zoo Guest Experience Associate – Phone and Resource Center Support

The Guest Experience Associate assists with registration of education programs, admission sales, special event ticketing and all day-to-day functions of the Guest Resource Center while providing exceptional customer service to Zoo guests in a friendly, personable manner at all times. This position ensures Cleveland Metroparks Zoo guests have a positive experience and works towards a seamless end-to-end customer experience.

• Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales. Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction. Refers all unresolved complaints to Manager of Guest Strategy.
• Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
• Carries out duties within the Guest Resource Center which may include but are not limited to:
• Staffing the Guest Resource Center
• Guest interaction and support services
• Arranging accessibility accommodations for guests needs (e.g. sensory bags and wheelchair rentals)
• Registration and sales
• Cash handling
• Lost and found services
• Guest inquiries by phone call, email, mail, and in-person (which oftentimes is of a high volume particularly during events and peak season)
• Assists guests with ticketing, registration and webstore issues
• Collection, tracking of, and reminders for programmatic paperwork (e.g. waivers) and outstanding balances
• Accepts, signs for, and ensures deliveries are delivered to the proper individuals/divisions
• Completes designated portion of Zoo Dashboard for zoo-wide daily communications
• Performs related duties as assigned or apparent

• High school diploma or GED required. At least one year of customer service an cash handling experience preferred.
• Must be available to work flexible shifts that include weekdays, weekends, day shifts, evening shifts, and holidays.
• Demonstrated ability and desire to rapidly learn new skills.
• Comfortable communicating with customers via phone, in-person, and email.
• Ability to develop and maintain effective working relationships with stakeholders, including employees and the general public.
• Ability to speak and write clearly, concisely and persuasively using correct grammar, spelling and punctuation with ability to communicate one-on-one or in group settings.
• Ability to perform work with a high degree of accuracy and organization.
• Ability to work cooperatively with others.
• Proficiency in software programs including all Microsoft Office programs.
• Mature professional attitude and considerable discretion, including ability to manage confidential information.
• Ability to perform with considerable independence and initiative.
• Ability to uphold the high standards of Cleveland Metroparks by actions, appearance and attitude at all times and in all places.

Work Schedule: Work schedule varies. Must be available to work flexible shifts that include mornings, days, evenings, weekends, and holidays as scheduled.

Filing Deadline: Open until filled