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Working Title: Call Center Specialist
Job Class: Customer Service Specialist, Intermediate
Agency: Minnesota Zoological Garden
Job ID : 77638
Location : Apple Valley
Telework Eligible : No
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 06/21/2024
Closing Date : 07/05/2024
Hiring Agency/Seniority Unit : Minnesota Zoological Garden / Zoological Gardens-AFSCME
Division/Unit : Operations / Strategy & Engagement
Work Shift/Work Hours : Not Applicable Shift
Days of Work : Schedule rotates and includes Zoo’s operating hours, with varying days and hours for evening events
Travel Required : No
Salary Range: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually
Classified Status : Classified
Bargaining Unit/Union : 206 - Clerical/AFSCME
Work Area : Sales Box Office & Membership / Guest Services
FLSA Status : Nonexempt
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The work you'll do is more than just a job.
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Earn a competitive wage, have affordable and comprehensive insurance benefits, a retirement plan and free parking.
This position supports the seven day a week customer service operations as the main communications line by providing customer service to guests, members, and staff at the Minnesota Zoological Gardens during business operations by offering detailed information and assistance with questions covering multiple areas, using a variety of resources and contacts. This position supports the box office though payment processing, ticket printing, and data entry of varied zoo initiatives.
The incumbent in this position will offer detailed information and assistance with questions covering multiple areas, using a variety of resources and contacts. The incumbent will analyze information and summarize it into concise answers and refer guests to others for more detailed responses when needed.
Minimum Qualifications
The following qualifications are required of all applicants seeking consideration for this position. Only applicants whose application materials clearly demonstrate fulfillment of each of these minimum qualifications will be considered for the position. To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.
Customer service skills sufficient to receive and communicate complicated information and/or assistance to varied and diverse clients and guests and others in a courteous, professional, and respectful in stressful situations with deadlines. Ability to multi-task to process customer sales, answer questions while simultaneously logging all incoming calls
Time management skills to process daily discount requests and staff ticket forms between calls
Ability to manage high call volume and maintain consistent excellent customer service
Ability to handle difficult or complex problems and resolve customer complaints or concerns tactfully and thoroughly
Identify and correct the causes of data entry errors made by others
Compile, sort and verify data accuracy before entering it
English sufficient to speak, read, understand, and respond to verbal and written communications appropriately to questions from clients, guests, vendors, and other staff effectively and courteously.
Word processing skills sufficient use software to create, format, edit, print and save a variety of documents, including forms, spreadsheets, and SharePoint files.
Spreadsheet skills sufficient to create, edit, manipulate, and provide reports to management.
Database skills sufficient to enter, query, lookup, and create reports using specialized database.
Skills in math sufficient to make change, compute account balances and amounts owed, and solve applied/practical problems requiring choice and sequence of arithmetic operations.
Demonstrated ability to maintain a work environment that respects and values differences and diversity
Preferred Qualifications
Ability to learn and possess a thorough understanding of Minnesota Zoo membership and sales programs, procedures, products and benefits
Ability to attend to details sufficient to achieve thoroughness and accuracy when accomplishing tasks
Customer service experience within a cultural or arts institution
Experience working with Microsoft Office Suite products (Word, Excel, Outlook)
Experience working with Tessitura software application
Basic knowledge of sales and record keeping procedures
Fluent in a second language, such as Spanish, Hmong, ASL, etc.
Experience using Point of Sale (POS) systems in a retail, ticketing, food venue establishment or customer service sales processing environment.
Skills using electronic hardware such as ticketing and/or paper printers, and fax machines
Physical Requirements
Ability to work flexible shifts including days, evenings and weekends
Ability to learn multiple tasks
Ability to work and respond quickly
Manual dexterity sufficient to operate a computer keypad, use credit card readers, distribute materials, etc.
Ability to stand and/or sit for long periods of time
Ability to move up to 20 pounds on an occasional basis
Additional Requirements
Applicants must have the ability to meet the physical requirements and work in the environmental conditions of the position, with or without reasonable accommodations.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
It is policy of the Minnesota Zoo that all candidates submit to a background check prior to employment. The background check may consist of the following components:
Conflict of Interest Review
Criminal History Check including fingerprinting
Education Verification
Employment Reference / Records Check
License / Certification Verification
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.