Customer Care Specialist

Description

Title: Customer Care Specialist

Reports to: Director of Customer Care and Placement Team

Supervises: None

Position: Full-time, Hourly

Location: Remote; within GSWCF council  

JOB ACCOUNTABILITIES

Unite your passion for the Girl Scout mission with GSWCF technology and processes to guide members through their array of questions and technological needs as they engage in Girl Scouting. The Customer Care Specialist is responsible for providing timely and accurate support to members of GSWCF via phone and email. This position is the first to respond to shifting customer needs and demands, across various departments. This is a full-time position Monday – Friday, 9:00 am - 6:00 pm. The ability to conduct business in English and Spanish is an asset.

ESSENTIAL FUNCTIONS

• Provides exceptional customer service via phone and email. All verbal and written communication is to be done in a manner which exemplifies the Girl Scout brand. This also entails timely, accurate management of the data housed in the customer database. 
• Facilitates the achievement of departmental core metrics by processing individual customer cases in a timely and professional manner.
• Work collaboratively as part of a team to achieve personal and team productivity goals and projects with an emphasis on servicing emerging case types cross-departmentally. 
• Proactively seek solutions and process improvements within scope of work and beyond to ensure the best customer experience possible. 
• Assists in achieving the council’s corporate goals for girl and adult membership through the implementation of membership strategies in assigned areas.
• Ensure that cases are properly organized and assigned to the appropriate department using the designated email template. Communicate updates on cases to facilitate team collaboration and document findings in case notes or closed notes.  
• Follow through on cases and tasks, taking ownership of their completion. Engage consistently with cases and log calls throughout the workday.  
• Monitor the Customer Care Power Hour, assisting council staff in addressing questions and providing support through this channel. Utilize Customer Care dashboards by refreshing and overseeing case closures.  
• Review processes regularly to remain informed about current practices or changes. Contribute to the creation of Knowledge Articles to support other departmental needs.

Success Tactics & Tools

• Success in this role includes meeting individual and team standards of timely, efficient and effective responses to customer needs, all with a tone that conveys respect for the customer and joy in the mission.

Serving the Girl Scout movement requires that all teammates are flexible and generous with their talents. We move at the speed of the girl and are committed to doing our best on her behalf. This may entail shifts in assignments, priorities and /or schedules.

DESIRED QUALIFICATIONS

• Apply your coursework or experience delighting customers.
• Pride in achieving goals.
• Motivated by the Girl Scout mission.
• Confidence and proficiency using Microsoft Office products and ideally experience using a Customer Relationship Management system such as Salesforce or our customized system, Volunteer Systems.
• Engaging communication style, verbal and written. It would be great if you speak Spanish as well.
• To successfully perform the essential functions of this role, with our without accommodation, a person must withstand prolonged periods sitting at a desk, speaking on the phone and working on a computer.

Council provided tools of the trade

• Laptop and phone app. 
• Training on Salesforce, best practices, ongoing coaching.
• Mission moments to inspire mission-driven and member-centric actions and decisions.
• A work environment that fosters and celebrates achievement, belonging and commitment.

Working at home requires a private, quiet work space with high speed / stable internet connection. We also require phone calls to be made using a personal cell phone with the council approved app which tracks phone calls for KPI purposes.
To successfully perform the essential functions of this role, with our without accommodation, a person must withstand prolonged periods sitting at a desk, speaking on the phone and working on a computer.

GSWCF is an Equal Opportunity Employer.

Starting hourly rate: $18.00 plus competitive benefits package; $19.00 for those able to conduct business in Spanish and English.