Posted: 7/2/2026
Salary: $16.00/hr
Want to lead a team where "How do I get to the penguins?" is a routine question? As our Call Center Coordinator, you'll oversee the frontline voices of Riverbanks Zoo and Garden, managing a team that connects thousands of guests to unforgettable wildlife experiences. This isn't your typical call center role. You'll be shaping the first impression guests have of the zoo, from confirming Saluda Skyride is included with admission to helping guests find tickets for events or scheduling group visits, while building a professional, guest-focused team culture.
The Call Center Coordinator provides direct oversight of the Communications Call Center and leads the transition of existing part-time representatives into a more structured, service-focused operation. The role is responsible for team supervision, scheduling, training, quality assurance, escalation management, and performance reporting to ensure guest communications are accurate, timely, brand-aligned, and operationally effective. Reports directly to the Director of Marketing and Communications.
Essential Functions:
- Oversee the daily operation of the Communications Call Center and provides direct oversight of Call Center Representatives.
- Create and maintain staff schedules to ensure coverage for regular business hours, weekends, special events, and other peak demand periods.
- Conduct training, coaching, and performance feedback for team members; support formal performance evaluations as assigned.
- Develop and implement training for call center responsibilities, including guest calls, memberships, group inquiries, PA tests, and other assigned communications functions.
- Develop and train staff on specialized protocols, including Skyride support procedures, emergency call handling, escalation processes, media inquiry routing, and approved scripted responses.
- Coordinate rotating specialty assignments for representatives, such as social media response support, media tracking, and other communications-related tasks.
- Monitor calls, emails, and other guest interactions for quality, consistency, professionalism, and brand alignment; provide coaching and corrective guidance as needed.
- Manage escalated guest concerns and coordinate issue resolution with internal partners, including Membership, Education, Guest Services, and other departments.
- Monitor support line activity during peak periods, including Skyride-related communications, and document incidents, service issues, and trends.
- Compile and maintain reports related to communication volume, trends, response quality, and resolutions.
- Support departmental operations during lower-volume periods by assisting with administrative and event-preparation tasks as assigned.
Education and Experience: High school diploma with experience in customer service, guest communications, call center operations, or any equivalent combination of education, training, and experience that provides the required skills, knowledge, and abilities. Experience leading, training, and coordinating staff, volunteers, or part-time employees preferred. This position has multiple priorities in a fast-paced, guest-facing environment while maintaining strong written and verbal communication skills.
The ideal candidate has experience in a public-facing role such as call center, hospitality, tourism, attractions, or nonprofit work and is comfortable communicating across phone, email, and social media. They understand basic scheduling, reporting, brand standards, and customer service protocols, and can help coach staff while maintaining consistent guest messaging. The successful candidate stays calm when handling escalated issues, pays close attention to detail, and can identify ways to improve service quality. Strong organization, teamwork, and flexibility to work after hours during peak periods and events are essential.
We’re not just looking for someone to fill a role. We’re looking for someone who wants to grow with us, be challenged, and take pride in the work they do. If you're passionate about leading a dynamic team, eager to contribute, and excited about becoming part of a team that values creating connections and inspiring action to positively impact wildlife and wild places, we’d love to hear from you.
