Customer Care Coordinator

Job Description

Job Description

Position Summary:

The Customer Care Coordinator serves as the first point of contact for inquiries via phone, web and email communications, and is responsible for providing the highest level of service to internal and external customers.

Key Responsibilities

• Communicates with current and prospective customers through telephone, written, and inperson methods.
• Finalizes membership leads by following up with prospective members in a timely fashion and assisting them with membership registration.
• Works with crossfunctional teams to ensure effective customer service is provided.
• Completes regular, consistent, and accurate database maintenance, including troop rosters, customer records, and customer cases.
• Completes backend registration of GSUSA memberships and event registrations as assigned.
• Answers customer inquiries by obtaining desired information and relaying information to the customer, using provided solutions when appropriate.
• Engages in phone call campaigns as necessary.
• Monitor Salesforce case queues and respond to all inquiries.
• Oversee cookie cupboard at service center, as assigned.
• Other duties as assigned.

Position Qualifications

• Experience in customer service by telephone, email and inperson.
• Experience with electronic Customer Relationship Management software.
• Ability to meet deadlines.
• Microsoft Office skills, particularly Excel.
• Excellent interpersonal and communication skills.
• Ability to travel to all GSSEM service centers and offsite meetings as needed.

Equipment Used: Computer, calculator, multi-line telephone, security alarm system, TV/audio equipment, overhead projector

Physical Activities: Reaching, keyboard, talking, and repetitive motions

Physical Demands: Exerting up to 50 pounds of force occasionally, and/or up to 10 to 20 pounds of force frequently

Software: Microsoft Office Suite; Salesforce or equivalent Customer Relationship Management systems; Microsoft Outlook or equivalent calendaring systems

The above accountabilities are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all accountabilities, duties and skills required of personnel as classified. Management reserves the right to add, modify, change and rescind work assignments as needed.