Agency
Dept of Natural and Cultural Resources
Division
Zoological Park
Job Classification Title
Administrative Specialist I (S)
Position Number
60033498
Grade
NC08
About Us
The North Carolina Department of Natural and Cultural Resources (DNCR) enriches people’s lives through education and stewardship of North Carolina’s natural and cultural resources. DNCR manages over 100 locations across the state, including historic sites, museums, state parks, trails, aquariums, the North Carolina Zoo, the Library of North Carolina, the State Archives, the North Carolina Arts Council, the African American Heritage Commission, the American Indian Heritage Commission, the State Historic Preservation Office, the Office of State Archaeology, the Highway Historical Markers program, the North Carolina Land and Water Fund, and the Natural Heritage Program. These programs and places unite North Carolinians, create a shared identity, and provide common ground. For more information, please visit www.dncr.nc.gov. We encourage you to apply to become a part of our team.
Description of Work
Join the North Carolina Zoo during an exciting period of growth as we prepare for the opening of Asia! The North Carolina Zoo is seeking to hire a detail orientated and enthusiastic Guest Services Administrator. The Guest Services Administrator provides administrative and operational support for the daily activities of Admissions, Transportation, Environmental Services, and Events, with an emphasis on Guest assistance, service recovery, and feedback. The position supports Guest-facing programs and regularly coordinates with other zoo departments on Guest-facing functions. Reporting to the Guest Services Manager, the employee works independently and exercises moderate judgment, initiative, and discretion in organizing work and addressing operational and Guest service needs.
Key Responsibilities
• Provide proactive Guest assistance, respond to inquiries and complaints with tact and discretion, and implement appropriate service recovery within established policies and procedures.
• Document and track Guest feedback and concerns, coordinate timely follow-up with Guests and appropriate staff, and summarize recurring issues to support service improvements.
• Support daily operations across Guest Services branches by coordinating calendars, communications, event logistics, special transportation requests, and operational changes. Assist other Zoo departments with Guest-facing operational needs.
• Provide administrative and office support, including purchase requests, travel arrangements and reimbursements, meeting coordination, records management, reports, and preparation of procedures and training materials.
• Support Lost and Found through item documentation, responses to Guest inquiries, and coordination of item recovery and return.
• Coordinate safety audit and inspection schedules, maintain records, conduct assigned fire extinguisher inspections, report hazards, and support corrective actions. Coordinate emergency medical assistance with Rangers when needed.
Knowledge Skills and Abilities/Management Preferences
Please note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above.
Recruitment Range: $39,244 - $47,393
To receive credit for your work history and credentials, you must provide the information on the application form. Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment will not be considered for qualifying credit.
Candidates meet the minimum qualifications of this position if they meet the minimum education and experience listed on the vacancy announcement. Vacancy specific knowledge, skills, and abilities (KSAs) and/or management preferences are not required. Applicants who possess the following are preferred:
Experience providing Guest services or service recovery in a zoo, attraction, museum, hospitality operation, or similar…