Leadership Center Coordinator

Job Description

Job Description

POSITION SUMMARY:  

The Leadership Center Coordinator serves as a key point of contact for members, volunteers, customers, and visitors, providing responsive and professional support across multiple customer-facing areas. This position provides front desk coverage, manages and resolves Tier 1 customer inquiries through the organization’s CRM system, provides basic retail support, and assists with the daily operational needs of the Leadership Center. The role helps ensure the facility is welcoming, organized, and ready for daily activities, meetings, programs, and guests, while working collaboratively across teams to connect customers with accurate information and resources and deliver consistent, positive customer experiences.  

Essential Duties and Responsibilities: 

Leadership Center & Customer Experience

• Provide welcoming, professional front desk coverage and serve as a first point of contact for members, volunteers, visitors and guests.
• Answer general questions, provide information and resources and connect customers with the appropriate staff or department.
• Assist with basic Leadership Center needs including visitor check-in, meeting room support, and maintaining an organized welcoming front desk area. 
• Assist in office supply management and ordering.
• Handle all inbound/outbound mail support including taking bulk shipments to the post office
• Perform other customer experience and administrative duties as assigned on operation needs. 
• Support the daily readiness and upkeep of the Leadership Center by ensuring shared spaces, meeting rooms, customer-facing areas, and other designated spaces are organized, properly set, stocked, and ready for staff, members, volunteers, and guests; identify and communicate facility or maintenance needs requiring additional attention.

Customer Care Support

• Monitor and respond to assigned Tier 1 customer inquiries through the Salesforce
• Resolve routine questions using established procedures, knowledge resources and available information.
• Accurately document customer interactions, actions taken, and resolutions within Salesforce.
• Escalate cases requiring additional expertise or approval to the appropriate Tier 2 staff member or department.
• Maintain timely follow-up and support established customer service response and resolution standards.
• Provides customer support at the front desk of the leadership center daily.
• Provides customer support to the retail store during normal business hours and select other times during the year. 
• Work collaboratively across Customer Care, Retail and Leadership Center operations to provide consistent customer experience.
• Maintain working knowledge of organization programs, services, polices and resources to effectively assist customers.

Retail Support

• Provide basic retail store coverage and customer assistance as needed including product questions, purchases, order pickup and point of sale transactions. 
• Support light merchandising and restocking as needed.
• Provide additional retail coverage during high-volume periods, staff breaks or special events.

  Required Skills/Abilities:

• Exceptional customer service skills with a demonstrated ability to create positive experiences across in person, phone, email, and digital interactions. 
• Strong problem-solving skills with the initiative and judgement to research issues, identify solutions, and take ownership through resolution.
• Ability to successfully effectively prioritize and transition between customer care, front desk, retail administrative, and operational responsibilities in a dynamic environment.
• Strong organizational skills and attention to detail.
• Comfortable learning and utilizing multiple technology platforms, databases, point-of-sale systems and digital tools.
• Ability to work independently and collaboratively across departments while adapting to changing customer and organizational needs.
• Commitment to GS Mission, Promise and Law, and representing GS professionally and consistently with council and brand standards.
• Ability to work regularly scheduled evening hours and occasional weekends, travel if needed for special events, maintaining a reliable form of transportation and a valid driver’s license.  

Education and Experience:

• Associate degree or higher or two years of customer service experience.
• Solid experience with Microsoft applications including Word, Excel, PowerPoint, MS teams etc.

Physical Requirements:

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 must be able to withstand: 

1. Prolonged periods sitting at a desk and working on a computer.
2. Operate office equipment manually.
3. Must be able to lift and/or move up to 25 pounds at times.

Core Competencies:

• Core Competencies:
• Effective Communication
• Work Quality 
• Knowledge
• Adaptability
• Proactive Initiative

*Registration as a member of Girl Scouts of Gateway Council required

Please note this is a fully on-site role, working in the GSGC Leadership Center in Jacksonville, FL 5 days per week.