Visitor Experience Communications Specialist

Visitor Experience Communications Specialist (VECS)

The Cincinnati Zoo & Botanical Garden is looking for enthusiastic individuals wanting to make a difference by creating genuine moments with our visitors and members.

Part of what makes the Cincinnati Zoo & Botanical Garden the #1 zoo in the nation is our amazing Visitor Experience team! The Visitor Experience team plays an integral role in engaging with our guests every day. We are looking for an individual who is enthusiastic and passionate about providing the best experience for our visitors and supplying them with all the information necessary to enjoy their visit via phone and email communication, as well as helping to address questions or concerns regarding visit feedback.

Our strong set of Core Values makes us one of the top workplaces in Cincinnati! By building Collaborative Relationships, displaying Positivity & Energy, having Pride, Passion, and a Sense of Ownership, supporting Accountability, Mutual Trust, & Respect, and embracing Progressive Thinking. We have developed a dedicated team that focuses on our visitors, community, and future.

This is what we believe and how we act. If this excites you, we’d love for you to join our team!

Job Responsibilities: You’ll make a difference by…

• Providing the best possible experience for all visitors via phone, email, survey or social media reviews, or in person communication
• Becoming familiar with all levels of membership, ticket packages, and more guest engagement opportunities to provide the most tailored and beneficial information to our visitors and maximize their zoo visit(s)
• Accurately processing membership and ticket transactions of all types
• Following all data entry protocols to maintain an accurate and abbreviated member database
• Answering phone calls and emails regarding memberships, ticket sales/exchanges, and general Zoo questions to keep our visitors informed and address any concerns they may have
• Ensure consistent communication with the Visitor Experience team
• Staying up to date on processes and accurately communicating any changes or inefficiencies
• Reviewing, organizing, and fulfilling appropriate donation requests
• Receiving, tracking, organizing, and appropriately handling all Lost & Found items for the organization
• Track, sort, and deliver data requests as necessary
• Assess, address, and solve for concerns or issues with Digital Pass Portal maintenance
• Assist Onsite Ticketing Operations through covering breaks, managing inventories, updating necessary Logs, and other daily needs as necessary
• Employees in this position are required to sit for a majority of their shift, but may be required to move around the Zoo including to front-line locations
  
  
  

Key details for this position:

• Employment is considered seasonal/non-benefited; hours can vary between 15-35 hours per week per season, not to exceed an annual average of 30 hours per week.
• Candidates with flexible availability are preferred. A minimum of one full weekend day plus 2 to 3 full weekday availability is a requirement. Candidates with consistent availability on Sundays are preferred.
• Shift times vary anywhere between 8am to 11pm.
• To be considered, candidate must be at least 18 years of age or older on date of application
• Previous POS system experience preferred; must be able to become a proficient user of Gateway Ticketing and Member Pass Portal systems
• Previous call center and/or data entry experience preferred
• Proficiency in use of Microsoft Suite preferred
• Employment is contingent upon passing a post-offer, pre-employment drug screen and background check
  
  
  

Key perks & Benefits:

• Pay rate is $14.75/hour
• Pay for Performance & PTO opportunities
• Flexible Scheduling (college & retiree friendly!) and opportunities for a lot of hours
• Access to the Zoo for yourself & complimentary Zoo tickets for friends and family
• Discounts throughout the Zoo and in the surrounding area
• Incentive programs & employee engagement opportunities
• Fun & engaging work environment & positive team culture
• Free Metro Bus Pass provided for duration of employment
• Personal & professional development opportunities
  
  
  

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

We strive to be an organization that is diverse & reflects the fullness of society. With a strongly held value for an organizational culture characterized by inclusion & belonging, we are committed to equity in all we do. We are especially interested in candidates who can contribute to our organization’s diversity & who want to walk alongside us in our commitment to inclusion & equity.