What are the responsibilities and job description for the Call Center Team Member position at Columbus Zoo Family of Parks?
Overview
Supporting Zoo Adventures—One Call at a Time
Position pays $15 per hour
Join the Team! This flexible, guest service role involves handling customer inquiries, assisting with ticketing and membership information, and providing exceptional service across phone and web-based systems. You’ll be supporting a dynamic, fast-paced environment, working evenings, weekends, and holidays, while promoting our mission of “Empowering People. Saving Wildlife.” If you’re committed to providing excellent customer experiences and thrive in a fast-paced call center environment, we’d love to have you on our team!
Responsibilities
Guest Communication & Support
- Answer incoming phone calls related to the Columbus Zoo and Aquarium, Zoombezi Bay, and The Wilds.
- Provide accurate, courteous, and helpful information to guests.
- Maintain positive guest interactions and uphold guest service standards.
Call Handling, Documentation & Systems
- Utilize Salesforce and RingCentral to log all calls, inquiries, and guest interactions accurately.
- Use Checkfront to assist guests with reservations and booking inquiries for The Wilds.
- Perform typing, data entry, and general office duties as assigned.
Sales, Promotions & Guest Engagement
- Promote and up-sell memberships, special events, educational programs, and related offerings.
- Educate guests on park programs, events, and experiences to enhance visit planning.
Issue Resolution & Professional Conduct
- Attempt to de-escalate guest complaints and concerns professionally.
- Follow all standard operating procedures, safety protocols, and workplace policies.
- Perform other duties as assigned to support call center operations.
Qualifications
Education & Experience
- High school diploma or equivalent preferred.
- One year of customer service and/or call center experience preferred.
- Experience with web-based phone systems and Salesforce preferred.
Technical & Administrative Skills
- Proficiency with Microsoft Office software is required.
- Ability to perform accurate data entry and maintain digital records.
- Comfortable navigating multiple systems while on active calls.
Communication & Customer Service
- Strong verbal and written communication skills are required.
- Ability to multitask and remain professional during high call volumes.
- Demonstrated ability to maintain courteous, helpful, and guest-focused behavior.
Workplace Requirements & Availability
- Ability to work independently and collaboratively in a team environment.
- Availability to work a flexible schedule, including evenings, weekends, and holidays.
- Ability to adhere to a drug-free workplace policy, including required testing.
- Ability to successfully complete an annual criminal history background check.
Salary : $15