Be the voice of the Zoo when people call the Santa Barbara Zoo!

Immediate opening for a professional, customer service oriented individual, who is energized by interacting throughout the day with guests and customers over the phone and in person.

A problem solver with a positive disposition is a must!

Schedule: Monday-Friday, 8:00 AM -5:00 PM

SUMMARY:

Under the supervision of the Manager of Guest Services, the Receptionist answers and directs incoming telephone calls, greets visitors, handles the mail and other miscellaneous administrative tasks.

ESSENTIAL DUTIES include the following:

Assists guests and team members with positive phone and in person interactions

Forwards calls, emails, and voice messages to the appropriate party in a timely manner.

Answers central telephone system -responds to phone calls, voice mails, e-mails promptly.

Refers to appropriate person, official or department when necessary.

Processes outgoing and incoming correspondence; sorts and distributes mail.

Coordinates Lost and Found for entire facility.

Performs administrative functions as required, such as copying and/or distributing materials, and filing.

Coordinates all online ticketing sales functions for guests and team members.

Generates specific Counter Point Reports, and all Online Ticket Sales Reports as needed.

Assists with screening new candidates.

Performs transactions for all programs as needed through Counterpoint or Online Software

Maintains office supply inventory

Must stay calm in highly stressful situations and be knowledgeable of emergency procedures.

Must have the ability to reflect a professional image while representing the zoo.

Coordinates and records the zoos automated phone response systems as assigned.

Coordinates online customer service bot system.

Must be knowledgeable of all zoo programs, events, and pricing.

Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual.

Applies and exemplifies “green” (sustainable) practices whenever possible.

Attends all-employee meetings.

SECONDARY DUTIES:

Participates in special team assignments as assigned.

Participate in special events as assigned.

Must be flexible and perform other duties as assigned.

Assist with “X-tape” cash handling reports.

Performs research as assigned.

Assists other departments with office work during off peak seasons as assigned

Assists with managing meeting spaces as assigned.

Guest Relations:

Greets every guest with a smile.

Thanks guests for supporting and visiting the Zoo.

Answers phone calls promptly and with a smile.

Follows all assigned scripts.

Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work area clean, picking up trash, and reporting unsafe or unsightly conditions.

Associates with guests to share information and assist.

Responds to all guest inquiries, complaints, and comments according to Zoo guest relations procedures.

Maintains Receptionist Binder with information necessary to the position.

Maintains a clean neat appearance and adheres to the Zoo’s uniform dress code.

Takes responsibility to stay informed about happenings at the Zoo such as reading employee communications and attending meetings.

Reflects the qualities outlined in the Guest Relations Statement and the Employee Pledge.

POSITION CRITERIA:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Education and Experience:

High School diploma or equivalent is preferred.

Experience in a professional office environment or administrative functions.

Proficient in navigating websites and online professional tools. (Google docs, Drop Box)

License, Certification, or Preferred Qualifications:

Valid driver’s license with good driving record is desirable.

Fluency in English and Spanish language is preferred.

Knowledge, Skills, Abilities:

Ability to follow oral and written direction.

Excellent listening skills.

Effective oral and written communication skills.

Ability to develop productive and friendly relationships at work,

Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and guests.

Ability to exercise safe work habits.

Ability to have a flexible schedule move shifts as needed.

Receptive to special requests.

Ability to manage multiple calls at one time and to handle pressure with calm and professionalism.

Must be flexible, take initiative when appropriate and have excellent organizational and time management skills.

Physical Demands & Work Environment:

Requires physical attendance to cover shifts

Requires the ability to access all areas of the facility.

Regularly required to stand, walk, sit, and use office tools.

Regularly required to talk or hear.

Ability to use hands to finger, handle or feel; and reach with hands and arms.

Ability to lift at least 30 pounds in course of normal duties.

Ability to work successfully in shared office space with constant interruptions.

Involves working out-of-doors in all weather conditions.

Supportive and open employment culture.

Tools Used:

Personal Computer and software (Excel, Power Point ,Outlook, Point of Sale Counterpoint, Outbound, other but not limited to online working platforms)

Keys

Two-way Radio

Standard office equipment; telephone, copier, facsimile machine, calculator, and others as required.

Ipads and credit card scanners

This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

“I have read and understand the terms of this job description. I understand that measurements and evaluations of my performance in the described position shall be based in part on this job description.”