Guest Strategy Associate - Zoo

The Guest Strategy Associate assists with registration of education programs, admission sales, special event ticketing and all day-to-day functions of the Guest Resource Center while providing exceptional customer service to Zoo guests in a friendly, personable manner at all times. This position ensures Cleveland Metroparks Zoo guests have a positive experience and works towards a seamless end-to-end customer experience

1. Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales. Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction. Refers all unresolved complaints to Manager of Guest Strategy.
2. Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
3. Executes day-to-day operations including but not limited to:
4. Ticket order support and webstore issues.
5. Answering calls and emails on behalf of Cleveland Metroparks Zoo.
6. Arranging accessibility accommodations for guests’ needs (e.g. sensory bags and wheelchair rentals).
7. Data entry and updating daily communication logs.
8. Cash handling and payment collection.
9. Assist with lost and found services.
10. Keeps direct supervisor promptly informed of key/significant issues or concerns.
11. Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.
12. Assist with processing the intake of deliveries and pick up of packages.
13. Performs administrative support tasks as requested (e.g. assisting with special projects, reports, filing, and data entry).
14. Performs related duties as assigned or apparent.
15. Assist with walk-in customer service needs, as needed.
16. Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.