About the Department
The Customer Service Representative provides exceptional customer service to all visitors by creating a welcoming, efficient, and informative experience. This role supports admissions, membership sales, guest engagement, and event operations while ensuring accurate transaction processing and adherence to organizational policies. The ideal candidate is friendly, detail-oriented, and capable of handling a fast-paced, public-facing environment.
For nearly 125 years The Virginia Zoological Park has been committed to saving and protecting the world's wildlife by inspiring a passion for nature and taking conservation action at home and around the world. Come live by the beautiful Chesapeake Bay; kayak launch sites are just outside our perimeter fence. We are situated 30 minutes from the ocean front and 3 hours from the Blue Ridge Mountains.
Position Duties
Essential functions include but are not limited to:
Greet and interact with guests.
Answer on-site guest questions and resolve guest issues.
Accurately process monetary transactions and adhere to all cash handling policies.
Introduce non-members to the Zoo Membership program highlighting benefits and value.
Process admission tickets, membership enrollments/renewals/gifts through CRM software.
Maintain and update membership database ensuring accuracy.
Supports events by staffing check ins, membership sales, and maintaining lines.
Supports end of day sales reconciliation, contribute to preparation / closeout of tills utilized by Guest Services team, as needed.
Supports the Guest Services Manager with the success of events, programs, and projects the department is involved in.
Performs other duties as assigned.
Minimum Qualifications
Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
Six months experience.
The preferred candidate will have previous customer services and telephone experience.
Other Qualifications
Benefits
- Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
- Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.
- Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.
- Retirement
If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.
- The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.
NOTE:
The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.
Non-City
Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.
- Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
Supplemental Questions
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01The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.
- I understand and will answer the following supplemental questions completely and thoroughly.
02Please select the highest level of education you have completed.
- High School Diploma/GED
- Some College (6 months or more)
- Vocational/Technical Degree
- Associate's Degree
- Bachelor's Degree
- Master's Degree or higher
03Please indicate how many years of customer service experience you possess.
- Less than 1 year of experience
- 1-5 years of experience
- 5-10 years of experience
- Over 10 years of experience
04How much of your customer services experience is in an entertainment venue?
- Less than 1 year of experience
- 1-5 years of experience
- 5-10 years of experience
- Over 10 years of experience
05Please select all Microsoft products you are proficient in using in an office setting.
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Access
- Nothing listed above
06How many years’ experience do you have operating a Point of Sale system?
- No experience
- Less than 2 years of experience
- 2 to 3 years of experience
- 4 to 5 years of experience
- 5 or more years of experience
07How many years’ experience do you have in cash handling?
- No experience
- Less than 2 years of experience
- 2 to 3 years of experience
- 3 or more years of experience
08The Zoo is open seven days a week, except for New Year’s Day, Thanksgiving Day, Christmas Eve and Christmas Day. This position will be required to work the occasional holiday, arrive early and/or stay later for events, etc. Would you be willing to work that type of schedule?
- Yes
- No
09Please indicate your veteran status. (A copy of your long form DD-214 may be required)
- I am not a Veteran
- I am a Veteran
- I am a Disabled Veteran
10Are you a current or previous City of Norfolk employee?
- Yes - I am a current City of Norfolk Employee
- Yes - I am a previous City of Norfolk Employee
- No - I am not a previous or current City of Norfolk employee
Required Question
Agency Information
- Employer
- City of Norfolk