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Visitor Experience Communications Specialist

Cincinnati Zoo
United States, Ohio, Cincinnati
3400 Vine Street (Show on map)
Jul 06, 2023

Visitor Experience Communications Specialist (VECS)
The Cincinnati Zoo & Botanical Garden is looking for enthusiastic individuals wanting to make a difference by creating genuine moments with our visitors and members.
Our strong set of Core Values makes us one of the top workplaces in Cincinnati! By building Collaborative Relationships, displaying Positivity & Energy, having Pride, Passion, and a Sense of Ownership, supporting Accountability, Mutual Trust, & Respect, and embracing Progressive Thinking. We have developed a dedicated team that focuses on our visitors, community, and future. This is what we believe and how we act. If this excites you, we'd love for you to join our team!
Part of what makes the Cincinnati Zoo & Botanical Garden the #1 zoo in the nation is our amazing Visitor Experience team! The Visitor Experience team plays an integral role in engaging with our guests every day. We are looking for an individual who is enthusiastic and passionate about providing the best experience for our visitors and supplying them with all the information necessary to enjoy their visit via phone and email communication, as well as helping to address questions or concerns regarding visit feedback.
Job Responsibilities: You'll make a difference by...

  • Providing the best possible experience for all visitors via phone, email, or in person communication
  • Becoming familiar with all levels of membership, ticket packages, and more guest engagement opportunities to provide the most tailored and beneficial information to our visitors and maximize their zoo visit(s)
  • Processing membership and ticket transactions of all types
  • Following all data entry protocols to maintain an accurate and abbreviated member database
  • Answering phone calls and emails regarding memberships, ticket sales/exchanges, and general Zoo questions to keep our visitors informed and address any concerns they may have
  • Staying in communication with the frontline Visitor Experience team to ensure that things are staying consistent for members and visitors no matter how they purchased their tickets and/or membership
  • Staying up to date on processes and communicating any changes or inefficiencies to the Membership Coordinator
  • Reviewing, organizing, fulfilling, and mailing appropriate donation requests
  • Track, sort, and deliver after-visit survey data to the to the Visitor Experience Management Team
  • Assess, address, and solve for concerns or issues with Digital Pass Portal maintenance, and pass pressing concerns on to Visitor Experience Management team

Key details for this position:

  • Employment is considered seasonal/non-benefited; hours can vary between 15-35 hours per week, not to exceed an annual average of 30 hours per week.
  • Candidates with flexible availability are preferred. A minimum of one weekend day plus 2 to 3 weekday availability is a requirement.
  • Hours an employee receives depends on availability and can vary with the season
  • To be considered, candidate must be at least 18 years of age or older
  • Previous POS system experience preferred; must be able to become a proficient user of Gateway Ticketing and Member Pass Portal systems
  • Previous call center and/or data entry experience preferred
  • Proficiency in use of Microsoft Suite preferred
  • Employees in this position are required to sit for a majority of the day, but may be required to move around the Zoo including to front-line locations such as Ticketing or Turnstiles
  • Employment is contingent upon passing a post-offer, pre-employment drug & nicotine screen and background check

Key perks & Benefits:

  • Pay rate: $14.75/hour
  • Positive team and work culture
  • Incentive opportunities for once in a lifetime experiences
  • Complimentary Zoo tickets
  • Free Zone 1 Metro Bus Pass provided for duration of employment

We strive to be an organization that is diverse and reflects the fullness of society. With a strongly held value for an organizational culture characterized by inclusion and belonging, we are committed to equity in all we do. We are especially interested in candidates who can contribute to our organization's diversity and who want to walk alongside us in our commitment to inclusion and equity. We are a Ellequate Certified Leader in Workplace Equity. Non-traditional candidates of diverse backgrounds are not only welcomed, but highly encouraged to apply.