Non-For Profit: Membership Specialist

Job Description

Job Description

POSITION TITLE : Membership Specialist

CLASSIFICATION : Full-Time, Non-Exempt

REPORTS TO : Director of Mission Delivery

SALARY RANGE: $40,000 - $45,000

POSITION SUMMARY

Under the direction of the Director of Mission Delivery, the Membership Specialist is responsible for converting and retaining membership within an assigned community/service unit (geographic area). This position will serve as the primary point of contact for the Service Unit team, fostering positive relationships with volunteers and contributing to the success of the Girl Scout experience in their assigned areas. The Membership Specialist serves as the expert in their geographic area and will network on behalf of Girl Scouts of Suffolk County, increasing awareness, enhancing the brand, and increasing participation and support for Girl Scouts. The Membership Specialist collaborates with other council staff to achieve the Council's goals and strategic plan.

ACCOUNTABILITIES

• Guide potential girl and adult members through the Salesforce pipeline to conversion via phone calls, emails, virtual meetings, in-person meetings, and by following the GSSC contact strategy.
• Coordinates the placement of registered girls and adults into appropriate troop and volunteer roles.
• Ensures a smooth workflow by coordinating and placing registered girls into appropriate troops, assigning troop numbers, and managing troop transfers as needed.
• Continually monitors the progress of prospective members through the intake pipeline, from follow-up to resolution, within the targeted timeframe.
• Utilizes the Volunteer Systems database to track and follow through with leads to achieve the desired conversion rate and meet the assigned girl and adult membership goals.
• Responds appropriately to inquiries from staff, members, and prospects via email, phone, and in person.
• Responds to and nurtures prospects through conversion.
• Nurtures relationships with service unit volunteers to facilitate placement of new volunteers and appropriate youth members throughout GSSC service areas.
• Contributes to and leverages internal processes to catalog customer transactions and achieve high levels of customer support and responsiveness.
• Works closely with the Marketing & Communications team to leverage the Council's mass communication systems, including social media, website, and Salesforce Marketing Cloud.
• Works closely with volunteers to ensure two-way communication with service unit teams, promoting their creation, functioning, and collaboration to achieve council goals.
• To maintain a customer-centric environment, engage in troubleshooting, problem-solving, service recovery, and conflict resolution.
• Ensures Girl Scouting is open to all appropriate youth and adults by actively developing environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
• Complies with GSSC's Personal Policies Handbook and uses it as the basis for personal conduct, conflict resolution, and correspondence with customers and coworkers.
• Remains current on GSUSA's and GSSC's initiatives and national and local trends affecting our membership demographic, and can correspond with team members and customers accordingly.
• Performs other duties as necessary or assigned.

QUALIFICATIONS

• Fluency in spoken and written Spanish is preferred.
• Minimum of 2 years of experience in customer service
• Minimum of 1 year of experience with Salesforce preferred
• Strong computer skills; proficient in Office 365, OneDrive, Microsoft, Excel, etc.
• Able to work a flexible schedule, such as some evenings, weekends
• Capable of handling sensitive information confidentially
• Strong conflict resolution skills
• Excellent organization/multitasking skills; manage deadlines.
• Ability to lift 50 pounds
• Valid driver's license and own transportation; ability to travel within Suffolk County

Core Responsibilities

• Adheres to Council policies and procedures
• Acts as a role model within/outside Council
• Vital planning and organizational skills
• Goal-oriented; meets department/council goals
• Capable of productively working independently and as a me