Lead Visitor Services Specialist

Zoological Department, 10001 W Bluemound Rd, Milwaukee, Wisconsin, United States of America

Posted Thursday, January 22, 2026 at 7:00 AM | Expires Thursday, February 5, 2026 at 6:59 AM

Milwaukee County oversees operations from our Airport, Behavioral Health, Child Support, Combined Court Operations, Sheriff's Department, Community Reintegration Center, Human Services, Parks, Public Safety, Public Works, Fleet Operations, Transportation, and at the Zoo. Our departments are also dedicated to our Seniors and those with Disabilities in Aging and Disability Services, and Veterans in Veterans Services. Our employees also remain committed to serving the cultural, human, recreational, and social needs of the entire community.

Milwaukee County offers a wide variety of interesting jobs for people who want to make a difference in our community. Milwaukee County provides a competitive benefit package and is an Equal Opportunity Employer. If disability related accommodations are needed, please contact . For submitted application inquiries please contact
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an online application must be submitted for consideration.

We are searching for Changemakers to come and join our team and discover our diverse and versatile community of independent spirits and unique talents, we are redefining the way you think about Milwaukee County!

Lead Visitor Services Specialist

Milwaukee County Zoo – Admissions and Experiences

Hourly Pay Range: $20.08 - $30.13

Closing Date: 2/4/2026 or upon receipt of the first 50 applications

Job Summary: The Lead Visitor Services Specialist supports the Guest Services Supervisor in daily zoo operations, including ticket sales, cash handling, customer service, and crowd and traffic management, all while adhering to zoo policies and procedures. This role focuses on enhancing the guest experience within Admissions and Experiences, supporting the training of new hires, and assisting team members as needed. The Lead Visitor Services Specialist also provides coverage when the Guest Services Supervisor or Rides and Attractions Supervisor are absent.

This position promotes a positive culture of collaboration, accountability, and respect.

• Deliver exceptional customer service while monitoring daily staff performance and addressing any issues to ensure a high-quality guest experience. Ensure a smooth and welcoming entry process for all guests, including service recovery when needed, managing guest concerns, and providing support to the Admissions and Experiences team to maintain a positive and seamless experience.
• Assist the Guest Services Supervisor in overseeing daily zoo operations, including labor and revenue tracking, customer service, team communication, emergency drills, and incident response. Lead the daily pre‑shift meeting for the Admissions and Experiences team and support cash handling, including pick‑ups and reconciliation.
• Assist the Guest Services Supervisor with the preparation of point‑of‑sale reports, creation of repair work orders, and documentation of preventative maintenance. Support daily operations by participating in events and ensuring smooth communication of sales and operational details across the team.
• Lead the team, including Visitor Services Specialists and seasonal/hourly Zoo Workers, ensuring excellent service and adherence to zoo policies. Assist the Guest Services Supervisor with onboarding and training approximately 70 seasonal Zoo Workers annually, organizing daily Admissions and Experiences assignments, supporting daily events and operational needs, and providing coverage in the Supervisor’s absence.
• Continuously evaluate and plan for improvements within Admissions and Experiences by analyzing guest needs and preferences to identify opportunities for enhancing revenue and the overall guest experience across all locations.
• Perform all other duties as assigned.
• Current resident of Wisconsin.
• Possession of a valid Wisconsin Driver’s License, able to be maintained…