Member Experience & Front Desk Specialist (In-Office)

Member Experience & Front Desk Specialist (In-Office)

Girl Scouts of Greater Atlanta is seeking a full-time, customer-centric enthusiast who thrives in a team-based, call-center work environment focused on providing the highest level of customer service to all members/customers. The Member Care Specialist will exceed expectations by creating a culture of Customer Service Excellence with each customer interaction (internal/external) as an opportunity to provide courteous, timely and quality service, and by exhibiting professional behavior becoming of the Girl Scout brand, Promise and Law. He/She is responsible for providing direct service to members/customers by telephone and/or by email to fulfill requests. Member Care Specialists will be the frontline of all our communication opportunities with current and potential members and will provide a robust member experience for Girl Scouts of Greater Atlanta programs and services.

Duties and Responsibilities

1) Customer Service and Administration

• Answer inquiries by clarifying desired information, researching, locating and delivering findings, anticipating responses, and thoroughly answering any follow-up questions within an established timeframe.
• Monitor and respond to assigned case types completely and accurately within the framework of policies and procedures established by the council.
• Provide tech support for multiple customer-facing online systems.
• Maintain knowledge and understanding of registration and volunteer management processes to provide backup support as assigned.
• Develop and convert girl and adult membership leads.
• Track and maintain member records on the organization's Salesforce CRM database.
• May train other Member Care team members.
• Provide Front Desk/Reception support as assigned.
• Provide after-hours support as scheduled for help desk and customer service requests.

2) Membership/Customer Engagement

• Proficient in girl and adult-related trends, communication trends, and ability to utilize sales techniques to achieve membership goals.
• Sell the Girl Scout experience via phone and email correspondence to increase membership and participation in Girl Scouts programs and activities.
• Work interdepartmentally to support external recruitment efforts and ensure effective resolution of girl and adult registration stoppage.
• Supports the Membership Team's efforts and completes the prospect's membership process.
• Follow up on leads and referrals resulting from Area Executive's activity in a timely fashion.
• Support membership/volunteer renewal workflow to retain members and volunteers.
• Establish rapport with members, volunteers, and internal team members to build trust and confidence.
• Communicate and support Area and Regional Executives by providing status reports of potential members who are delayed in registering.
• Maintain on-going communication with staff and volunteers in assigned area to assure that troop and volunteer catalogues reflect current opportunities for prospective members.
• Process volunteer applications, background checks, financial aid, and bank letters.
• Use discretion and maintain a high level of confidentiality when handling personal information of girl and adult members.

3) Data Entry & Reporting

• Ensure efficient, timely, thorough, and accurate data is entered in the appropriate database.
• Verify database information and make changes where necessary.
• Run routine reports to complete tasks and effectively improve ability achieve individual and council goals.
• Participates in council and area data entry projects, and other projects as needed.

Qualifications

Associate's or undergraduate degree or one-year equivalent professional experience in related field (call center, sales, or membership recruitment).

Experience with customer relationship management and registration systems.

High attention to detail; completes tasks thoroughly with an eye for detail and attention to accuracy.

Ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs.

Ability to communicate clearly and concisely, both orally and in writing.

Ability to set priorities, multi-task and meet deadlines in a fast-paced environment.

Demonstrated ability to work with general supervision; must be self-motivated to complete tasks and ask for support when needed.

Ability to maintain confidentiality.

Accepts and promotes the values of the Girl Scout Promise and Law.

Other duties as assigned.

Preferred Skills:

• 1-3 years of direct sales experience.
• Bilingual (English/Spanish).
• Experience using Salesforce CRM database.
• Proficient in Microsoft Office package: Word, Excel, OneNote, and Outlook.
• Ability to learn new databases and online tools quickly.
• Critical and strategic thinker.
• Ability to exercise discretion, initiative, and appropriate judgment in making sound decisions and in developing solutions to problems.
• Strong organizational and time management skills.
• Knowledge of Girl Scout organization including: mission and programs.
• Willingness or ability to work flexible hours, including some nights and weekends.
• Continuous work as a team member and ability to work independently with some supervision.
• Frequent work under stress and under pressure of deadlines with overlapping projects.
• Physical Requirements: Capable of viewing a computer monitor for long periods. Frequent sitting, bending and twisting upper body. Capable of lifting up to 30 lbs. *Must successfully complete a criminal, national sex offender search, and motor vehicle background check.*