**Working Title: Customer Svcs Specialist Sr - Team Lead** **Job Class: Customer Service Specialist, Senior** **Agency: Minnesota Zoological Garden** + **Job ID** : 84183 + **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** : 02/18/2025 + **Closing Date** : 03/04/2025 + **Hiring Agency/Seniority Unit** : Minnesota Zoological Garden / Zoological Gardens-AFSCME + **Division/Unit** : Operations / Guest Services + **Work Shift/Work Hours** : Varies; shift times are typically between the hours of 7:00 a.m. to 12:00 a.m. + **Days of Work** : Five (5) eight-hour shifts with 1 to 2 weekend days + **Travel Required** : No + **Salary Range:** $21.90 - $29.65 / hourly; $45,727 - $61,909 / annually + **Classified Status** : Classified + **Bargaining Unit/Union** : 206 - Clerical/AFSCME + **Work Area** : 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. This position provides customer service to all guests and provides leadwork to Guest Services staff to support the Minnesota Zoo’s mission of connecting people, animals and the natural world to save wildlife. + Respond to complicated and/or controversial onsite guest inquiries where there are no clear procedural responses so that guest issues are resolved in a timely manner resulting in a positive guest experience. + Provide leadwork direction to staff so that work is divided equitably and completed in a timely manner and all staff are trained on and able to perform guest service duties that meet Minnesota Zoo standards. Provide leadership and direction to staff and guests during emergency situations. + Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner. **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.** + Ability to use critical-thinking and decision-making skills to react appropriately and direct staff and guests during emergency situations. + Experience working with Tessitura CRM software and database management skills sufficient to accurately enter information, run reports and troubleshoot software issues. + Customer service skills sufficient to effectively communicate and elicit information with tact and diplomacy in difficult situations and provide guidance to other employees on handling difficult or complex problems and resolving escalated complaints or disputes. + Math skills sufficient to calculate, review and reconcile cashier to CRM daily reports. + Leadwork skills sufficient to set work priorities, arrange staff coverage to meet workload needs, initiate new work assignments, guide and train new staff, and resolve work-related issues. + Ability to analyze and recommend new or revised practices or procedures for smooth and efficient operation of a great guest service experience. + Knowledge of spoken or written English sufficient to communicate effectively with guests, vendors and coworkers with clear and concise information and/or explanations. + Valid driver’s license. **Preferred Qualifications** + Knowledge of the Minnesota Zoo mission, vision, values, services, programs, and procedures sufficient to make decisions in the best interest of the Zoo and maintain a positive guest experience + Experience working with timed ticketing. + Experience working in a guest service position in an informal education or entertainment venue, e.g., zoo, aquarium, museum, nature center, state park, or similar. + Experience developing and conducting customer service training that enhances staff’s ability to provide a positive guest experience. + Experience working with diverse populations. + Fluent in a language in addition to English such as Spanish, Hmong, ASL, etc. + Demonstrated ability to maintain a work environment that respects and values differences and diversity. + Skill with Microsoft Office software programs including Word, Excel, Outlook, PowerPoint, and other Windows applications sufficient to create, format, edit, print, and save a variety of documents, including spreadsheets, tables, charts, graphs, and presentations. **Physical Requirements** + Ability to work flexible shifts including days, evenings and weekends and all Zoo event programs (including picnics, corporate and social events; meetings; all zoo rentals; and foundation and special events) as needed. + Ability to learn multiple tasks and adapt to non-routine situations. + Ability to work quickly. + Ability to lift and/or move up to 25 pounds regularly and occasionally lift and/or move up to 50 pounds + Ability to navigate challenging physical spaces in which equipment is located + Manual dexterity sufficient to operate a computer keypad, hang a banner, use credit card readers, distribute materials, etc. + Ability to stand, walk, and/or sit for long periods of time + Ability to work in a loud and fast paced environment. + Ability to work outdoors at times in inclement weather environment. **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.