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Call Center Supervisor

Company: Houston Zoo
Location: Houston
Posted on: November 23, 2021

Job Description:

Our Purpose: The Houston Zoo connects communities with animals, inspiring action to save wildlife. We take pride in supporting efforts that save wildlife from extinction by working to implement comprehensive conservation strategies and developing partnerships to increase knowledge and support in communities. The Houston Zoo focuses on saving wildlife through reducing threats that face species in the wild. This includes action to reduce plastic pollution and paper use, promote sustainable seafood and sustainable palm oil, recycle electronics, and address pollinator decline. We also protect the counterparts of zoo animals, like lions, sharks, cranes and toads in the wild through partnerships with other global wildlife-saving organizations. Every member of our staff makes this possible by ensuring extraordinary animal care and guaranteeing the zoo's operations contribute to protecting animals in the wild. Our staff strengthens the zoo, making it possible to protect 20% of the lion population in Africa, save sea turtles through the elimination of plastic bottle sales, among other wildlife successes. By joining the Houston Zoo team, you save animals in the wild!

Position Summary
The Call Center Supervisor is responsible for leading a team of call center agents and membership representatives who perform tasks related to answering guests' calls for program/product reservations, general zoo inquiries, pre-sale inquiries, and post-sale technical/functional support. In addition, agents will also call guests for billing and collection purposes, as well as direct selling.

Job Duties and Responsibilities

  • Encourages and models the core values of the Houston Zoo through leadership and program development and implementation.
  • Supervise, coach, train, and mentor a team of Call Center Agents and Membership Representatives to include recruitment, selection, scheduling, training, development, and evaluation.
  • Communicates and partners effectively within the team, across all Zoo departments, and with other zoo, museum and aquarium personnel, community organizations, parents, program participants, educators, informal/formal educational organizations, contractors, program funders and other professional organizations.
  • Review and update operational procedures for Call Center and Membership.
  • Answer general questions about the Houston Zoo and answer specific questions concerning products and programs available for purchase.
  • Reserve and schedule programs, activities, classes, field trips and meetings, including inputting educational programs into the calendar.
  • Processes registrations for field trip reservations, group reservations, and kids' birthday parties.
  • Maintain Houston Zoo and product knowledge by attending daily start-up meetings, special event meetings, weekly meetings with supervisor, weekly Membership Department supervisor/manager meetings, and reading all department briefings.
  • Identify, research, and resolve guest issues using all available resources.
  • Required to work holidays, weekends, and evenings as needed, and performs other duties as requested.
  • Contributes to saving animals in the wild through reduction of waste, water and energy use and inspiring guests and staff to take wildlife protecting actions.
  • Performs and assist other duties or special projects as needed.Education and Experience
    • Bachelor's Degree in education, business administration, or related field
    • Initiative and follow-through as well as the ability to multi-task and meet deadlines
    • Excellent organizational, interpersonal, customer service, writing, oral communication skills, and database and program skills
    • Two (2) years leadership role within guest service role or call centerComputer Skills
      • Proficient computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheets, graphics, etc.
      • Knowledge of Galaxy and Raiser's Edge preferred.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.

        This is a full-time position and offers 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
        • Free Zoo Membership
        • Free Guest Passes
        • Discounts on Food, Merchandise, Attractions, Admission and ProgramsHouston 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.

Keywords: Houston Zoo, Houston , Call Center Supervisor, Other , Houston, Texas

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