Customer Care Specialist (Hybrid)

Customer Care Specialist

The Girl Scout mission is to build girls of courage, confidence, and character, who make the world a better place. Behind every Girl Scout and volunteer is a team of local staff ready to help them earn that next badge, embark on a camping adventure, or organize an impactful service project.

We are Girl Scouts of Northern New Jersey (GSNNJ) serving girls in grades K-12 in Bergen, Morris, Passaic, Sussex and northern Warren counties. We bring the Girl Scout Leadership Experience to 19,000 girls and 10,200 adult members.

We are looking for a Customer Care Specialist to join our team.

The Customer Care Specialist serves as the first point of contact for inquiries via phone and email, and is responsible for providing the highest level of customer service to all members/customers, external and internal.

Primary Responsibilities include but are not limited to:

• This is a hybrid role, three days in the office, two days remote.
• Business hours are 9 am to 5 pm with an hour lunch break (35-hour workweek)
• Answers incoming calls/requests from a diverse set of stakeholders; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email and phone using the case management solution guidelines of Volunteer Systems.
• Maintains Volunteer Systems by entering in information on all inquiries accurately and efficiently, opens and closes customer cases, as well as assigning tasks and cases as applicable.
• Answers inquiries by clarifying desired information, researching, locating and delivering findings.
• Demonstrates sensitivity to and an understanding of different communication styles and cultural backgrounds.
• Ensures and provides quality service to both internal and external customers in a timely way.
• Enhances organization reputation by providing a positive customer experience for all those contacted, either through email or by phone.
• Assists Membership Support as needed.
• Attends job relevant and organizational trainings on a regular basis.
• Monitors Customer Care Dashboard on a weekly basis to support GSNNJ standards and goals.
• Demonstrates a quality customer service attitude at all times to internal and external audiences.
• Helps foster and implement the council's policy to strive for a volunteer, employee and program participant population reflective of the area's religious, racial, ethnic, social and economic diversity.
• Track and follow up for several Staff & Volunteer Training Confirmations in collaboration with Camp, Program and Troop Support departments.
• As is the case with all our roles at the GSNNJ council, we are a small and passionate team of lifelong learners who jump in to support our staff across departments. As opportunities present, we expect our staff at all levels to participate in organizational initiatives and support our mission of serving girls. All staff are required to promote and assist with council-wide programs, activities and public relations.

Requirements

• Bilingual (Spanish-Speaking) strongly preferred
• Associate degree (or equivalent experience) in related field
• Excellent written and verbal communication skills
• Exceptional time management capability to handle multiple tasks and deadlines
• Active listening skills
• Proficiency in Microsoft Office Suite or willingness to learn
• Must be able to learn, understand, and apply new technologies with ability to understand the basic data quality principles and practice
• Membership in GSUSA is required upon employment and annually thereafter
• Ability to work a flexible schedule including some evenings and weekends
• Ability to occasionally travel throughout the jurisdiction to attend meetings or GSNNJ events during the day/evening/weekend

Girl Scouts of Northern New Jersey is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

We are proud to offer a comprehensive benefits package to support the health and overall well-being of our employees. Benefits for our full-time employees include medical, dental, and vision insurance; a 401k retirement plan with an employer match; paid time off for vacation, sick days, and holidays with offices closed for winter holiday break; parental leave benefits, life, disability, accidental and critical illness insurance; legal and pet insurance; employee assistance program, professional development opportunities; flexibility and a supportive and inclusive work environment.