Member Services Sales Supervisor Zoo

New Orleans, LA, United States

The Member Services Sales Office Supervisor is entrusted with the Service Office membership sales and processing of sales, as well as the supervision of the gate staff. The Supervisor is knowledgeable about all aspects of the membership product, takes a proactive approach to sales and assists in department efforts to maintain and grow the member base.

The Service Office responsibilities also include answering the phone and email, regarding membership inquiries, sales and processing of sales. In addition, they also work closely with the Membership Processing team to resolve any membership issues. In the Manager's absence, the Supervisor serves as Shift Leader, responsible for staffing changes, call-offs, responding to internal customers, resolving member complaints, closing out at the end of the day and acting as manager on duty.

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To deliver on the Audubon mission, the Member Services Supervisor will:

Embrace Audubon Nature Institute mission and consistently communicate the membership message to internal and external customers in a positive, enthusiastic manner.

Exhibit superior customer service to members and all customers both in person and on the telephone.

Act as a coach to the part-time staff, leading by example and providing guidance on enhancing messaging, customer service, efficiency and accuracy.

Take active role in all phases of training new hires, participating in supervising, advising and training membership cashiers.

Receive Member line calls (504) 861-5105 and assist members with inquiries, issue resolution, additional needs and to process their requests to join, renew or rejoin. Exhibit a pro-active, can-do approach to problem solving.

Receive and respond to calls and emails from the Membership Processing team and resolve issues and communicate solutions directly and thoroughly through member record notes.

Receive and respond to all email correspondence sent to "aimembership@" within 24-48 hours of receipt. Track responses and follow up as necessary, keeping the Manager updated on recurring complaints and special cases.

Produce monthly Member Services reports as requested, including, but not limited to, daily attendance and Taylor program attendance.

Operate a financially self-sufficient collection of museums and parks.________________________________________

Responsible for Member Services department vault opening procedures as outlined in the Finance department's cash handling policy

In Manager's absence; performs office opening and closing procedures, manage scheduled employees, call-offs, other schedule issues and personnel issues. Checks and regulates staffing needs throughout the day.

Act as a cashier in either the Zoo, Aquarium, and Butterfly Garden and Insectarium membership window as needed. Thoroughly complete membership application and related forms, providing accurate and legible information. Act as greeter, scanner and help to expedite long member lines.

Review all cashier work daily and resolve any discrepancies before sending paperwork to Membership Processing team. Work with Processing Manager and team, finance department, and fellow supervisors to verify discrepancies and resolve payments.

Act as an additional data entry processor, as needed. Thoroughly and accurately enter data, in keeping with department policy regarding member records.

Weave quality entertainment through the guest experience________________________________________

Assist in marketing initiatives including, but not limited to, off-site sales opportunities and special projects. Identify opportunities and recommend on ways to enhance sales and service.

Stay up-to-date with facility information, to remain current on policies and events.

Attend all mandatory training sessions. Adhere to department policy and service standards.

Enthusiastically accept other duties as assigned by Manager and Director.

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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Experience:

* Three years cash handling, customer service and sales experience required.* One-year experience of management/supervisor role required.* Basic math, spelling and typing skills necessary.* Organized, self-motivated, and conscientious with attention to detail.* Willingness and ability to work weekends, holidays and special events as necessary.* Ability to meet deadlines, work as a team member and work well under pressure.* Able to work with minimum supervision, own projects and have exceptional follow through skills.* Proven leadership, customer service, conflict resolution and communication skills.* Ability to work creatively with minimum supervision and occasional direction.* Ability to act with discretion and good judgment in making decisions.

Education:

* High School diploma or equivalent.* Bachelor's degree preferred.

Software Requirements:

* Proficiency in Microsoft Word, PowerPoint, Excel, & Outlook* Experience using Blackbaud's Raiser's Edge or similar software* Point of Sale register experience

Machinery/Tools/Equipment Requirements:

Must have the ability to use mobile devices, computer, fax, scanner, phone and copy machine.

Physical Requirements:

* Medium Work: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. May involve sitting most of the time but may involve walking or standing for brief periods of time.* Sitting or standing, bending, stooping for long periods of time.* Constant adequate range of motion and mobility required.* Regular near acuity with clarity of vision at 20 inches or less required.* 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.* Regular talking and the ability to express and exchange ideas by means of language expected.* Regular hearing and the ability to perceive the nature of sounds.* Constant ability to read, record, or type data quickly and accurately required.

Environmental/Working Conditions:

* Working long hours between breaks or meals required.* Ability to work under and handle stress in an appropriate manner required.* May be exposed to high, medium, or low noise intensity.* Constant contact with co-workers required.* Affinity for animals preferred.* Exposure to fluctuations in temperatures may be required.* Exposure to outdoor conditions may be required.

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