Detroit Zoological Society
  • Membership
  • Royal Oak, MI, USA
  • Hourly
  • Seasonal

The Membership Services Lead will be responsible for managing tasks and duties relating to Membership Sales.  This includes data entry, customer service, and membership fulfillment of the Detroit Zoological Society (DZS) Membership Services Department.  The Membership Services Lead will train and manage seasonal staff.  The person in this position must anticipate guest and staff needs and respond with urgency.  The position requires excellent communication skills among all constituencies.  The Membership team motto is "Anticipate and Communicate."

The Membership Services Lead will support, both publicly and privately, the principles of the Detroit Zoological Society.  He/She will support and enhance a clean, safe, enjoyable and educational experience at the Detroit Zoo by actively engaging in the enforcement of superior customer service standards.  He/She will be well versed in the understanding of animal welfare, community relations, and park appearance guidelines.  All safety and security policies will be followed.  The Membership Services-Seasonal Lead will maintain a professional manner when dealing with all constituencies and always preserve a high level of integrity, competence, and confidentiality.

The following job description is by no means all-inclusive and may be subject to change during a performance period due to the needs of the Detroit Zoological Society and its leadership.  This document will be reviewed and updated on a continual basis.

Principal Duties and Responsibilities

  • Coaches and mentors team of seasonal hires with the goal of developing their career skills while generating revenue for the Detroit Zoological Society
  • Ability to assess guest needs and traffic flow. Responsible for onsite guests interaction to ensure smooth entry into/out of the Zoo
  • Provides team leadership and conducts daily stand-up meetings to inform and inspire all Associates
  • Responsible for knowing how to sell and renew memberships and process all department transactions
  • Responsible for completion of data maintenance projects including record merges and event registration follow-up
  • Motivation of staff to sell gift certificates, ZooMore attraction tickets and special events tickets
  • Addresses escalating customer complaints after Associate is unable to appease guest
  • Responds to written complaints and inquiries from members
  • Develops and implements training modules and track staff completion
  • Must be familiar with all facets of the zoo in order to answer questions properly
  • Works in all membership locations including the Membership Services Office, the Membership Sales Booth, and the Rackham Fountain Entrance
  • Responsible for accurate data entry and membership fulfillment
  • Must maintain superior integrity of data, security, and enhancements of the DZS databases and banking systems including; Raiser's Edge, Gateway, and MIMO
  • Responsible for staffing coverage based on volume and for coverage of staff breaks and lunches
  • Responsible for daily cash out and reporting processes
  • Responsible for processing membership rebates
  • Responsible for producing reports as appropriate and ensuring daily financial reconciliation process is complete and reports are generated within established timeframes
  • Responsible for completing necessary paperwork clearly and accurately
  • Provides necessary coaching to Associates and follow up with corrective action suggestions to Membership Manager
  • Provides general information about group and educational activities
  • Registers guests/schools for group visits, camps, events and other educational programs
  • Participates in DZS activities and events as required
  • All other responsibilities and tasks as assigned by Director and Supervisor of Membership

Working Conditions

  • Flexible schedule that will include weekends and occasional evenings, early mornings and holidays
  • The work environment includes both indoor and outdoor settings with exposure to seasonal weather conditions
  • The position requires moderate physical effort on a daily basis such as walking, bending, stooping, lifting and standing for extended periods of time

  Knowledge, Skills and Abilities

  • The ability to perform the principal duties of the job.
  • Must be able to use a computer, printer, radio, scanner and telephone
  • Expected to communicate with employees and visitors
  • Knowledge of advanced math and accounting principles are important, Raiser's Edge, Galaxy, Excel, and PowerPoint experience preferred
  • Must be reasonable, diplomatic and use common sense to make sound decisions
  • Must have the ability to think quickly and identify solutions to customer service issues
  • Must be professional and have a positive, friendly, social disposition
  • Must possess advanced customer service and service recovery skill
Detroit Zoological Society
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