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Chicago Zoological Society’s Brookfield Zoo is known throughout the world as a leader in animal welfare and conservation, but also the most popular cultural attraction in the state of Illinois that actively monitors its attendance. As part of the Chicago Zoological Society’s mission, we work each day to ensure that the conservation movement reaches out to, and hears from, every person and community at every income level and ability. Our beautiful park like setting has an amazing 216 acres of meticulously landscaped grounds, the Discovery Center and Pavilions provide indoor and outdoor event facilities, three major restaurants provide delicious food options, and numerous animal exhibit areas. Membership offers many opportunities for individuals, families and communities to connect with nature and to help the zoo's conservation efforts.
The Supervisor, Membership Services contributes to the success of the Chicago Zoological Society through supervision, training, and scheduling of seasonal staff in support of timely completion of data entry tasks and fulfillment of membership materials. Key responsibilities also include primary weekend supervision, processing membership applications, daily deposits, and addressing member escalations.
Primary duties and responsibilities:
Responsible for hiring, training, evaluating, and supervising all seasonal staff. Monitor seasonal staff and hold accountable for data processing quantity, quality assurance, phone responsibilities, and general customer service. Provide reporting on staff performance as needed.
Responsible for maintaining outstanding customer service standards. This includes scheduling, motivating, training, and sharing of all new pertinent zoo information with all Membership and Share the Care program staff. Work in partnership with the Membership Coordinator to establish daily work flow priorities to keep the membership data processing on track in accordance with the department guidelines. Serve as the membership department escalation manager. Seek opportunities to improve customer service and data entry process. Provide reporting on customer service as needed. Provide support for the Share the Care Program as needed.
Responsible for training all new seasonal, full-time, and temporary staff on data entry (demographic maintenance and gift entry), phone responsibilities, and department processes and guidelines. Develop comprehensive training materials and standard operating procedures for all departmental processes. Ensure that all revisions to the training materials and standard operating procedures are accurate and current on an ongoing basis in all document locations. Solicit feedback to ensure training is addressing the department needs.
Provide primary weekend supervision and issue report of weekend progress, member issues, and staff updates to the Vice President of Membership and Director, Membership and Share the Care Programs at the close of business each Sunday.
Responsible for monitoring daily call flow and providing monthly call center reports. When call volume is high, answers calls to main membership line (address member concerns and answer questions) in support of outstanding customer service. Maintain archives of member correspondence in Raiser’s Edge data base for future reference.
In partnership with the Data Processor, provide backup support to ensure timely response to member questions received via email in accordance with department guidelines.
Other related duties as assigned.
• Bachelor’s degree in Business Management or other related field or equivalent combination of training and/or experience required.
• Three years comparable management/supervisory business experience required.
• Computer proficiency required. Microsoft Office Word, Excel, Outlook and PowerPoint required.
• Experience in data entry and/or telephone customer service required.
• Strong organizational and analytical skills required.
• Strong problem-solving and decision-making skills.
• Strong interpersonal skills and customer service orientation.
• Resourceful with excellent oral and written communication skills.
• Ability to maintain confidentiality of privileged information.
• Experience and/or ability to work and interact effectively with a diverse, multicultural audience.
• Valid driver’s license required.
• Experience in a membership or customer service department in a nonprofit organization preferred.
• Experience with Access and Blackbaud’s Raiser’s Edge database application preferred.
• Multilingual ability, Spanish fluency a plus.
This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform.
Incumbent will be directly responsible for all day-to-day operations of the department to include weekend and evening shifts.
The Chicago Zoological Society is an Equal Opportunity Employer.
Benefits, 401K, PTO
commensurate with experience
If interested in being considered for this opportunity, please visit the CZS Career Center to obtain more details about the position and to apply by submitting your profile. Please visit our website at www.czs.org/careers. Please look for requisition number 2216BR.
CZS/Brookfield Zoo3300 Golf RoadBrookfield, IL 60513Phone: 7086888400
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