Lead Operations On-Site Member & Donor Services Supervisor

Year-Round
 
Full-Time
 Employment

Schedule and Salary

Days: 
Varies
Hours: 
Varies
Start Date: 
Salary: 
DOE
Classification: 
Non-Exempt
Contact:
mstuart@oaklandzoo.org
Application Deadline: 
Open Until Filled
How to Apply

Overview

The On-Site Member & Donor Services Supervisor works as part of a team to provide excellent customer service to Zoo members, donors and guests on-site, promote and sell Zoo memberships on-site, train on-site Membership Sales Associates, and help supervise Operations Associates. The On-Site Membership Supervisor also provides customer service by phone and email, performs clerical work to maintain the membership program (incl.data cleanup), assists in reconciling membership revenue with Accounting, andacts as on-site point person for the Membership Admin. Office. The On-Site Member & Donor Services Supervisor upholds the mission and values established by the Conservation Society of California(the “Zoo”) and adheres to policies and procedures as set forth by the Zoo.

Responsibilities

ESSENTIALDUTIES AND RESPONSIBILITIES:

1.      Promotes and sells memberships on-site

2.      Creates, updates, and maintains membership files and gifts using Galaxy POS and Raiser’sEdge (fundraising software)

3.      Supervises Membership Sales Associates and facilitates the onboarding, training, and continuing success of new hires

4.      Acts as key liaison between Operations Department and Membership/Development Department

5.      Professionally answers membership and donor inquiries and complaints in person, by phone, and by email

6.      Assists with membership and donor benefit fulfillment, including but not limited to, acknowledgements, cards, and coupons

7.      Maintains inventories of promotional and fulfillment supplies in the Member & Donor Services Booth

8.      Assists with annual events for donors and members, which include occasional evening or weekend shifts

9.      Demonstrates superior customer service and communication skills both internally (i.e. withco-workers) and externally

10.   Demonstrates knowledge of, and supports, the California Conservation Society’s mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and codes of behavior

11.   Performs other related duties as required and assigned

 

SUPERVISORY RESPONSIBILITIES:

 

·   Supervises team of year-round On-Site Membership Sales Associates, plus any seasonal employees

·   Creates aprofessional work environment within the Member & Donor Services Booth andat the Zoo’s main entrance points

·   Helps maintain a professional working relationship between Zoo departments

Required Capabilities

REQUIRED QUALIFICATIONS – Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered:  

·   Computer literate with basic competency using Microsoft Excel required

KNOWLEDGE, SKILLS, AND ABILITIES – May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position:

·   Outstanding customer service skills

·   High comfort level approaching and interacting with new people

·   Consistent tactand diplomacy; courteous and respectful interaction with supervisors, coworkers, and visitors

·   Ability to problem solve and show good judgment

·   Flexible to changing priorities and urgencies

·   Ability to work independently and lead a team

·   Ability to handle stressful situations and maintain a sense of perspective and professionalism while under pressure

·   Strong organizational and math skills

·   Positive, solution-oriented attitude

·   Welcoming and friendly demeanor

·   Must be able to work regular weekends, all holidays and occasional evening hours

WORK ENVIRONMENT – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job:

 

·   Outside table or cart – standing required

·   Inside Member & Donor Services  Booth – seated but exposed to outdoor climate through open windows

 

PHYSICAL ABILITIES – Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions:

·   Ability to walkthe Zoo grounds (including hills)

·   Ability to work outside in all weather conditions

·   Ability to stand for extended periods of time

·   Ability to bend and lift 20 pounds

·   Ability to use repetitive wrist, hand and/or finger movements to type and work on computer

·   Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.

·   Clear speech

Required Education

High school diploma or GED required

Required Experience

·   Minimum of 3 years’experience in sales and customer service

·   Minimum of two years of management/supervisory experience in the hospitality industry stronglypreferred

·   Experience with database software preferred, experience with Raiser’s Edge (fundraising software) a plus

·   Experience with Galaxy POS a plus

·   Clerical or dataentry experience preferred

Disclaimer

How to Apply