The posting
The Membership Representative delivers exceptional front-line service to members while supporting daily operations within the Membership department. This role is responsible for processing membership sales and securely handling credit card transactions while maintaining accurate member records in the database. The Representative provides clear and accurate information about membership benefits, programs, events, and visitation, resolves routine member concerns, and supports service delivery across designated membership service locations. The Representative contributes to the culture of philanthropy and implementation of membership engagement activities and initiatives designed to strengthen member relationships and satisfaction. This position requires strong attention to detail, professionalism in handling electronic payment transactions, adaptability in a fast-paced environment, and a commitment to supporting the Zoo’s mission and guest experience standards.
Our Mission: Houston Zoo connects communities with animals, inspiring action to save wildlife. Our Vision: Houston Zoo will be a leader in the global movement to save wildlife.
Job Duties and Responsibilities
Delivers exceptional customer service in alignment with departmental standards and the Zoo’s organizational values, fostering positive and professional member relationships.
Communicates effectively with members via phone, email, and in person to provide clear and accurate information about Zoo memberships, programs, visitation, and available products, while documenting interactions in the appropriate member records.
Identifies, researches, and resolves routine member and guest issues using available resources and established protocols; escalates complex matters as appropriate.
Maintains accurate member records by entering, updating, and verifying information within Point of Sale and Customer Relationship Management software to ensure data integrity.
Contributes to membership engagement activities and initiatives designed to strengthen member relationships and satisfaction.
Processes membership sales, renewals, and manages associated technology to ensure accurate and secure credit card transactions in compliance with Zoo financial policies and procedures.
Supports membership benefits by educating members on available offerings and tracking benefit usage and participation.
Identifies, documents, and communicates recurring trends in member interactions to leadership to support continuous improvement of member services and engagement efforts.
Maintains current knowledge of Zoo programs, services, policies, and membership offerings to ensure accurate and consistent communication with members.
Supports the Zoo’s wildlife conservation mission by participating in Saving Wildlife Opportunities, minimizing resource use, and encouraging sustainable practices among guests and staff.
Demonstrates flexibility by working weekends, holidays, evenings, special events and overtime as required.
Works outdoors in a variety of weather conditions, including but not limited to heat, wind, cold, and rain while maintaining a positive and professional attitude.
Contributes to saving animals in the wild through reduction of waste, water and energy use and inspiring guests and staff to take wildlife protecting actions.
Contributes to other operational priorities as needed.
Education and Experience
High school diploma or general education degree (GED). Two (2) years’ relevant work experience in high volume customer service operations Ability to work independently with minimal supervision. Excellent organizational, interpersonal, customer service, writing, oral communication skills, and database and program skills Strong interpersonal and facilitation skills. Initiative and follow-through as well as the ability to multi-task and meet deadlines.
ABOUT HOUSTON ZOO The Houston Zoo is made up of many moving parts with over 6,000 permanent residents (our animals) for whom we provide housing, meals, medical care and, yes, even education! There are over 2 million guests each year who come to experience our incredible variety of animals and ecosystems, as well as attend special private and public events and entertainment. Our dedicated staff works around the clock to ensure that the Zoo is always running smoothly for the safety and well-being of our residents and guests. We strive to ensure the protection of all the counterparts of the animals we have at the Zoo and in the wild. Join the Houston Zoo and become a part of an organization that is focused on the preservation of wildlife and their habitats by combining conservation with education and promotion of sustainable livelihoods in the local communities. Houston Zoo is an Equal Opportunity Employer
