Assistant Manager, Membership Services Bronx Zoo

Wildlife Conservation Society

Full Job Description
Job Description

Responsibilities include, but are not limited to:
Sales & Service
Manage the daily operation of Member Services call center
Ensure the promotion of up-sell items
Oversee and handle service recovery response, by phone, email, or onsite when needed

Call Center Operations
Monitor and administer incoming member correspondence, including phone, email, mail, and onsite interactions and facilitate professional response & service
Supervise & handle fulfillment of all orders
Data entry of member records into database
Support the operation, maintenance, and advancement of Point-of-Sale systems to ensure that member processing & fulfillment is being properly monitored and recorded

Personnel Management
Hire, train, and manage a high-performing team of part time call center staff
Schedule and implement hourly staffing plan to provide excellent customer service, sales, and efficient operations within budgeted payroll
Recognize and reward outstanding achievements, be responsive to team needs and interests, and comply with all federal, state and local labor law and equal opportunity requirements
Take corrective action for violations of WCS & departmental rules and procedures

Product Management, Expense Control & Protection of Assets
Monitor and control cash, and focus on loss prevention practices, to ensure that funds are being handled in an accurate and secure manner that conforms to WCS policies and procedures
Control paper, packaging, and office supplies to minimum waste and maintain budget
Maintain inventory of department supplies (including member sales collateral, stationary, etc.), and manage the use of all assets (i.e. computer equipment) to minimize repair and maximize longevity

Ensure that all work locations are clean, organized, and neat, using safety as a guide.

Administration & Cooperative Management
Prepare daily, weekly and monthly reports as required.
Collaborate with Business Services administrative team on local reporting and analysis.
Promote the ongoing improvements & refinement of call center operations.
Collaborate with relevant park and division staff to promote a professional, clean, organized and safe environment for staff, visitors, and animals.
Support cross-department initiatives.
Model behavior as defined by WCS mission, vision, and values.

Other duties as assigned

Qualification Requirements

Bachelor’s degree or equivalent experience in related fields preferred
Minimum requirement two years of management/supervisory experience, preferably in an administrative role in a fast paced, customer focused, seasonal environment
Proficiency in Microsoft Office Suite & ability to operate point of sale equipment. Data entry experience preferred
Strong communication skills – including oral, written, and interpersonal abilities
Ability to lead a diverse team of full-time and part-time staff with varying skill sets & personalities. Must be comfortable addressing staff behaviors and coaching
Strong organizational & problem solving skills with a demonstrated ability to balance numerous and varied tasks simultaneously. Can work with little supervision
Must be available to work weekends & holidays and have a flexible schedule

LOCATION: Based at Bronx Zoo

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