Reservationist Full-Time

Position Title:    Call Center Representative and Youth Group Reservationist

Department:    Guest Services

Reports To:    Call Center & Youth Groups Manager

Location:    Central (Office at Zoo)

General Summary:  The Call Center Representative and Youth Group Reservationist handles all incoming and outgoing telephone and email requests for general Audubon information and youth group reservations. Reservationist disseminates relevant and appropriate information about Audubon attractions and value-added services in inquiries, troubleshooting web sales difficulties, and fulfills reservation requests in a courteous and expeditious manner. 

To deliver on the Audubon mission, the Call Center Representative and Youth Groups Reservationist will: 

Provide a guest experience of outstanding quality

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•    Demonstrate a proactive and professional customer service attitude, keen attention to detail, excellent follow-through and an ongoing sense of urgency to the waiting customer. Demonstrate efficient work habits and follow attendance policy.

•    Prompt and knowledgeable response to customer email inquiries – forwarding to the appropriate Audubon department, when indicated. 

•    Accurately consult with general public on rates, combos, value tickets, transportation, hours of operation, discounts and membership. Anticipate obstacles and offer knowledgably solutions. 

•    Ensure that youth group leaders receive all necessary documentation in a timely manner. Set expectations for groups about drop off location, parking, chaperone guidelines, lunches, etc. 

•    Notify groups when weather, construction or a special event is likely to disrupt their plans.

Weave quality entertainment through the guest experience 

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•    Utilize all opportunities to update his/her job knowledge of Audubon attractions, exhibits, and new products. 

Educate our diverse audience about the natural world

•    Assist, refer, and advise callers appropriately concerning injured or nuisance wildlife and unwanted exotic pets. 

•    Communicate information about Audubon’s education programs to groups. 

Operate a financially self-sufficient collection of museums

•    Timely compliance with all Finance Department guidelines/requirements including and not limited to, submission of daily youth group sales, web sales and refunds.

The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis.  They do not exclude other duties as assigned.

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To deliver on the Audubon service promise, the Call Center Representative and Youth Groups Reservationist will: 

Welcome

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•    Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings.

•    Wear identification badge.

•    Walk individual to destination instead of pointing; offer assistance to people who look confused.

•    Assume ownership of potential safety hazards (wipe-up spill, pick up trash).  Always have the camera-ready look.

Share

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•    Maintain positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it).

•    Coach coworkers on service expectations.

•    Utilize the power of teamwork to give excellent service.

•    Know when to involve management.

Inspire

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•    Know the answers to questions or seek out the answers.

•    Utilize proper phone etiquette (answer phone within three rings, smile before answering call, ask for permission and wait for response before placing caller on hold).

•    Ensure work area is free of food, drink, socialization, and personal business.

•    Follow Dress Code Policy on clothing and grooming.

•    Keep unpleasant concerns behind closed doors (vent backstage).

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Experience:  

Previous customer service experience in customer service, hospitality, tourism or retail industry preferred.

Education: 

1.    High School diploma or equivalent required

2.    Some college education preferred.

Licensure/Certification:  not applicable. 

Software Requirements:  proficiency in Microsoft Office Suite, and data entry.

Machinery/Tools/Equipment Requirements:  Must have the ability to use mobile devices, computer, fax, scanner, phone and copy machine.

Physical Requirements:

1.    Light Work:  exerting up to 20 pounds of force occasionally, or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.  May involve sitting most of the time, but may involve walking or standing for brief periods of time.

2.    Sitting or standing, bending, stooping, and the ability to carry items weighing up to 20 pounds.

3.    Constant adequate range of motion and mobility required.

4.    Regular near acuity with clarity of vision at 20 inches or less required. 

5.    Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place and sequence of operations or actions required.

6.    Regular talking and the ability to express and exchange ideas by means of language expected.

7.    Regular hearing and the ability to perceive the nature of sounds.

8.    Constant ability to read, record, or type data quickly and accurately required.

Environmental/Working Conditions:

1.    Working long hours between breaks or meals required.

2.    Ability to work under and handle stress in an appropriate manner required.

3.    May be exposed to high, medium, or low noise intensity.

4.    Constant contact with co-workers required.

5.    Affinity for animals preferred.

6.    Exposure to fluctuations in temperatures may be required.

7.    Exposure to outdoor conditions may be required.

8.    On-call and working unusual times of day (early morning, after hours, holidays, weekends) will be required