Customer Care Specialist

Job Description

Job Description

Description:

POSITION SUMMARY: The Customer Care Specialist is a full-time position responsible for ensuring the delivery of a high-quality experience for all first point of contact customer inquiries. This position will ensure that the day-to-day operations proceed efficiently to deliver exceptional customer experience. Responsibilities include first-stop customer service via phone calls, emails, and cases; managing the on-site retail experience within the service center; approaching each customer with a relational mindset and a goal to meet their needs. Customer Care Specialists work collaboratively with other members of the staff team toward achieving the council’s strategic vision, short- and long-term plans, and project work. Additional duties as assigned. This is not a hybrid/remote position and will require five days a week in office presence.

Essential Duties & Responsibilities

1. Customer Service + Database Management
2. Provide a positive and friendly customer experience for all stakeholders, in person, by phone, emails.
3. Supports through the case management module in Salesforce membership database.
4. 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.
5. Maintain data integrity of customer database by entering information accurately and quickly, striving to resolve (“close”) customer cases in a timely manner.
6. Contact customers, resolve customer issues, and provide service support to other departments in the Council.
7. Retail
8. Maintain a customer-centric environment in public areas of council facilities, including greeting guests when covering the front desk.
9. Lead the on-site retail experience including working with customers in merchandise sales, managing location inventory with support of on-site staff, and overseeing use of service center space.
10. Product Program Support
11. Provide ongoing support to the product sales team during Girl Scout Fall Product and Cookie Sale seasons.
12. Manage product sale inventory and assist with inventory transfers as requested.
13. Performs other duties as necessary or assigned.
14. Ensure all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, inclusion, and belonging to all communities.

Education and Experience:

1. Associate’s degree or higher or equivalent experience with four years of directly related work experience.
2. Ability to take initiative, to organize and implement a multi-faceted workload with minimum supervision and function well as a member of a team.
3. Understanding of general financial/administrative practices; computer literate with familiarity with word processing, spreadsheets and database management preferred.
4. Ability to prioritize work, train, and delegate to others.
5. Some retail experience preferred.

Required Skills/Abilities:

1. Comfortability with platforms including Microsoft Suite, Looker, Salesforce preferred, but not required. We welcome any willingness to learn!
2. Bi-lingual (Spanish and English) a plus, but not required.
3. On occasion, be able to work a flexible schedule including evenings and weekends.
4. Capability to provide own transportation and maintain valid operator license.

Physical/Mental Essential 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. Physical ability to lift, carry, set up work-related supplies and/or equipment weighing at least 30 lbs.
4. Requires corrected vision and hearing to normal range.
5. Provide own method of transportation, maintain valid driver’s license with appropriate insurance.
6. Pass initial and periodic background and driver checks.

Core Competencies:

• Customer Centric, Communicator, Critical Thinker, Digital-Virtual and Technical Proficiency, Financial Acumen, Leadership and Stewardship, Learning and Innovation, Relational Intelligence, Social Justice and Inclusion (DEI), Business First Mindset

Benefits:

• Compensation – GSKWR prides itself on competitive non-profit pay. Regular opportunities for both cost of living and merit-based raises after first year of employment.
• Employer Sponsored Benefits - GSKWR participates in medical, dental, and vision healthcare plans. Other benefits: 403b retirement savings option, life insurance, etc. Open Enrollment period includes thorough education on benefits programs annually.
• Time Off - GSKWR prioritizes the mental, emotional, and physical health of our employees; proven through our generous PTO and Sick Time offerings. PTO hours are increased at regular intervals based on employee tenure.
• Professional Development Opportunities – Girl Scouts is a leadership development organization that prioritizes and believes in the professional and personal growth of all members, including staff.
• Continuous learning encouraged: training, enrichments, certifications, education, networking opportunities, cross-training, and more.
• Complementary annual registration as a member of Girl Scouts Girl Scouts of Kentucky’s Wilderness Road included while under employment with the council.

Other:

• All buildings and camps are smoke/electronic/tobacco and vapor-free facilities.

The Girl Scout program is for all girls without regard to race, creed, color or national origin. Activities are age appropriate and designed to encourage pluralism and to promote racial and ethnic pride and respect.