Customer Care Coordinator (Volunteer Focus)

Job Description

Job Description

Girl Scouts of Central Indiana

• Reports to Customer Care Manager.
• Non Exempt.
• Full Time.
• Annual Salary $38,110.00.
• Located at Founder's Lodge Event & Conference Center.

Girl Scouts of Central Indiana embraces an inclusive culture. We value diversity, equity, and inclusion across all identities. We are committed to continual learning and to a culture of safety and wellbeing in which individuality is celebrated and everyone is valued and respected. Everyone is welcome to bring their authentic selves into our space.

Girl Scouts of Central Indiana serves 45 Indiana counties, nearly more than 16,000 Girl Scouts and 10,000 adult volunteers. We are the proud facilitators of Girl Scout camp at five Indiana locations, conveners of thousands of Girl Scout programs with nearly 600 community partners and serve thousands more community members each year at our STEM Center of Excellence and Founders Lodge Event and Conference Center.

What You Will Do:

The Customer Care Coordinator is a full-time position responsible for ensuring the delivery of high-quality experience for all first point of contact customer inquiries. This position provides a wide variety of data quality and business process tasks in Council databases.

The Customer Care Coordinator works collaboratively with other members of the staff team toward achieving the council's strategic vision, short- and long-term plans, and project work.

The Customer Care Coordinator will have a focused plan of work relating to the volunteer training database, the volunteer troop planning platform, providing technical support to volunteers with training resources, maintaining the volunteer training database, volunteer recognition, and volunteer training events.

How You Will Lead:

• Provide positive customer experience for all stakeholders, either in person, by phone, email, web, or via chat.
• Support functions of a multi-channel contact center through case management module in Salesforce membership database.
• Answer incoming calls/requests; engage in problem-solving and providing solutions; manage and effectively respond appropriately to all inquiries including but not limited to email, phone, chat and walk-in customers and follow a script when needed.
• Monitor and manage case queue in Salesforce and document all interaction with customers.
• Maintain a customer-centric environment in public areas of council facilities.
• Maintain customer database by entering information accurately and quickly, striving to resolve ("close") customer cases in a timely manner.
• Monitor and Manage Knowledge Article database within Salesforce to ensure articles are consistently updated with accurate information for customers.
• Maintain data integrity of Girl Scout membership database.
• Contact customers, resolve customer issues, and provide service support to all departments of the council.
• Ensure all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities.
• Active participation in the development of environments fosters diversity, equity, inclusion, and access through words, actions, and attitude.
• Provide critical feedback to supervisors regarding customer /membership trends and processes.
• Performs other duties as necessary or assigned.

All employees of Girl Scouts of Central Indiana are responsible not only for the position but also for the duties and responsibilities that all employees share.

How You Will Succeed:

• Understands that council priorities are growing membership and cultivating new donors.
• Develops an annual goal that supports the membership growth priority.
• Implement an action plan that supports the membership growth priority.

Core Competencies:

• Organizational Knowledge - Understands Girl Scout purpose and organizational structure, including functions, operations and interrelationships; keeps up-to-date on key GSUSA and council-specific policies, priorities, processes and practices (i.e., Safety-Wise); understands how his/her job relates to and supports GSUSA goals, including increasing and developing membership and volunteer support; is aware of the organizational culture and knows how work is accomplished; knows the roles and responsibilities of staff and volunteers; is familiar with membership policies, standards and resources.
• Oral and Written Communication (in person, verbal, written and/or phone)- Expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; makes oral presentations using appropriate inflections, volume, tone, and non-verbal communication; skilled in public speaking and phone etiquette.
• Marketing Knowledge- Has demonstrated knowledge of the basic principles of marketing (i.e., market identification and segmentation, interpretation, and use of market data). Demonstrates comfort in presenting the value behind solutions in a way that resonates with what is most important to the potential members/customers of the organization.
• Problem Solving – Identifies and analyzes existing and potential problems systematically and thoroughly; reports/documents the problem; obtains and evaluates relevant information and contributing factors; identifies important interrelationships; implements solutions after evaluating alternatives and anticipating their impact; supports decisions or recommendations with data and/or reasoning; defines and implements solutions to problems.
• Customer Responsiveness- Seeks and acknowledges the views and ideas from customers (i.e., internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement.

What We Are Looking For:

• Bachelor's degree is strongly preferred.
• Spanish speaking is strongly preferred.

• Demonstrated evidence of knowledge, understanding and skill in:

  • Strong customer service and sales skills.
  • Strong oral and written communication skills.
  • Ability to use proper professional telephone etiquette.
  • Ability to assist both internal and external customers by researching and providing information and responding to requests in a timely manner.
  • Ability to organize materials and equipment for easy access for all audiences.
  • Ability to accept process changes to improve efficiency.
  • Ability to analyze information to determine its priority and handle appropriately.
• Experience and sensitivity in working with people from a variety of backgrounds.
• Proficient in Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint. Knowledge of Salesforce a plus.
• Demonstrate and promote a climate of courtesy, respect and professionalism to coworkers, the volunteers served by this council, and others with whom the job puts her/him in contact.
• Understanding of the applications of the Girl Scout program, philosophy, and policies (may be acquired upon employment).
• Willingness and ability to work a flexible schedule including evenings and weekends.
• Must hold membership in the Girl Scout organization and subscribe to the tenets of the Girl Scout Promise and Law.
• Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual, and predictable attendance including the ability to work regular hours and shifts, before and after hours, and on weekends.
• Must be able to travel within established geographic areas and council service centers, as necessary.
• Must have reliable transportation, hold a valid driver's license, and meet GSCI driving record and automobile insurance requirements.

Must complete and pass a criminal background check.

Physical Demands & Work Environment:

Ability to sit at a workstation for up to 2 hours at a time.

Ability to sit and view a computer screen for up to 2 hours at a time.