Customer Care & Membership Support Specialist

Job Summary

The Customer Care & Membership Support Specialist is primarily responsible for ensuring the delivery of high-quality experience for all first point of contact customer inquiries and performs a wide variety of data quality and business process tasks in Council databases. The Customer Care Membership Support Specialist works collaboratively with other members of the department toward achieving the council’s strategic vision, short- and long-term plans, and project work. The Customer Care Membership Support Specialist supports functions of a multi-channel contact center and provides administrative support for customer care and membership services.

Essential Duties and Responsibilities:

• Answers all incoming customer care email requests; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email, phone and walk-in customers.

• Maintains a customer-centric environment in public areas of council facilities.

• Support functions of a multi-channel contact center through case management module in Salesforce membership database.

• Maintains contact center database by entering information accurately and quickly.

• Responsible for opening and closing the front desk procedures.

• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.

• Manages the ‘Opportunity Catalog’ in Salesforce regarding annual updates to troop details and descriptions. Ensure catalog is current.

• Processes financial assistance and provides information about the process to prospective and current members.

• Manages the criminal background check process for prospective adults and current adult members.

• Manages the 200T document, which includes annual updates and as-needed revisions to school information, service unit team member roles, service unit meeting details, and membership manager assignments.

• Assists bridging and/or returning troops with the Girl Scout Experience Box registrations and provides support and information about the GSUSA sponsored program.

• Provides back-up support on assisting new troops with the Girl Scout Experience Box registrations and provides support and information about the GSUSA sponsored program.

• Initiates troop disbandment and retirement process for volunteer-led troops.

• Performs additional duties as assigned.

Minimum Qualifications

Education and Experience:

• High School Diploma or equivalent.
• Previous customer service experience.

Required Skills and Abilities:

• Excellent communication skills including active listening.
• Service oriented and able to resolve customer grievances.
• Strong computer skills in Microsoft Office including Word, Excel, and Outlook and common applications. CRM experience, especially Salesforce.
• Exceptional customer service skills.

Physical and Schedule Requirements:

• Must be able to lift and carry up to 25 pounds.
• Prolonged periods sitting at a desk and working on a computer.
• Willingness to work a flexible schedule including evenings and weekends, as needed or required.