Retail Customer Experience Specialist

Description

Who We Are

Girl Scouts create the world they want to live in and strive to make it better every single day.  They explore their strengths, take on new challenges, and can always be themselves, regardless  of background or ability. Working for Girl Scouts of Wisconsin Southeast (GSWISE) is much  more than just a job; it’s an opportunity to bring your talent, passion, and perspective to a girlcentric, mission driven organization. We are seeking individuals committed to making a  difference who are enthusiastic team players who want to join an organization with a proud  history and a growing future. Joining our staff means working to full potential in a dynamic  and diverse environment that strives for equity for all.

Position Summary

The Customer Experience Specialist (CES) is vital in providing support to Girl Scouts, families,  employees and troops to deepen their connection to Girl Scouts and enhance the organization’s  reputation. Under the direction of the Director of Customer Experience, the Customer  Experience Specialist serves as a welcoming and knowledgeable resource supporting daily  operations of the Resource Center/shops for internal and external customers. As the first point of  contact (phone, email, or in person), the CES provides exceptional customer service guiding  customers through member registration, merchandise purchasing, reward selection, and a variety  of topic areas. This role helps girls gain recognition for their participation and empower troop  leaders to deliver impactful experiences.

Requirements

Major Accountabilities

• Deliver exceptional customer service by answering inquiries, solving problems and  providing solutions across various channels (phone, email, in-person) to internal and  external customers.
• Maintain a professional and customer-centric focus within council facilities to promote a welcoming environment.
• Use point-of-sale systems to process cash register sales and monies to support all council  functions.
• Facilitate customers in their selection and purchase of merchandise, including phone  and email orders.
• Serve as the primary resource for Girl Scouts, families, and troop leaders providing  guidance on badges, programs, rewards, and merchandise.
• Input customer information promptly and accurately into an electronic database.
• Support girls in gaining recognition for their achievements by facilitating access to  awards and program materials.
• Prepare reports to support the resource center functions and other council departments.
• Work with other departments to support event registration, special programs and administrative tasks.

Who You Are & Keys to Success

• Highschool diploma or equivalent or at least a minimum of one year’s experience  with computerized cash register operation. 
• Customer service focus and can communicate in a friendly and professional manner with a wide range of people to answer questions and foster a positive attitude towards Girl Scouting via electronic, phone or in person communication.
• Experience with databases and retail point-of-sale software (Salesforce and Light Speed) preferred.
• Has basic computer skills with knowledge of Microsoft Office Suite including Word,  Excel, and Outlook.
• Can work a flexible schedule, including some evening and weekend hours based on  program needs and seasonal events.
• Respond timely to internal and external customer needs with strong problem solving and conflict resolution skills.
• Display high integrity and maintain confidentiality.
• Work independently with a minimum of supervision, show initiative, demonstrate reliability, is flexible and can shift priorities in response to changing needs.
• Work well within a diverse team and contribute to an inclusive, positive, fun and  professional environment.
• Detail-oriented, manages time effectively, organized with the ability to prioritize  multiple tasks in a fast-paced ever-changing environment.
• Be adaptable to take on additional duties as assigned to meet the evolving needs  of Resource Center/shops.
• Willingness to subscribe to the philosophy of the Girl Scout program and join as a Girl  Scout member, which includes paying a membership fee, either annually or as a Lifetime Member.
• Occasional travel within the region and access to dependable transportation is required.  A valid driver’s license and use of your own vehicle are preferred. If so, you must comply with the council’s automobile insurance policy limits and have a driving record  that meets the requirements of the council’s business auto insurance carrier. If you are  unable to drive, a transportation plan must be submitted and approved prior to an  official offer being made.
• The physical demands described are representative of those that must be met by an  employee to successfully perform the essential functions of this job. The employee is required to sit and/or stand for long periods and operate office equipment manually.  The employee must be able to routinely lift 15 pounds and occasionally lift and/or move  up to 50 pounds.

EEO & Anti-Racist Statement

The Girl Scouts of Wisconsin Southeast (GSWISE) has a vision for a deeply inclusive  membership, staff, and volunteers. To foster a culture of belonging while providing equitable  service delivery above and beyond Equal Opportunity requirements, GSWISE candidates must  be committed to cultural competency growth and work within diverse teams. Our Girl Scout  Law encourages us to seek racial equity for everyone and do our part to dismantle systemic  racism. GSWISE is an Equal Opportunity Employer.