Customer Care Specialist

Job Description

Job Description

Description:

Join a Team That Makes Every Customer Interaction Count!

Girl Scouts of Kentucky's Wilderness Road Council is seeking a Part-Time Customer Care Specialist to provide outstanding service and support to volunteers, girls, parents, and community partners.

As one of the first points of contact for our organization, you'll play a key role in creating positive experiences through retail sales support, online customer assistance, and knowledgeable phone service. You'll also contribute to impactful Girl Scout programming and help ensure every interaction reflects the values and mission of Girl Scouts.

If you're passionate about customer service, problem-solving, and making a difference, this is the opportunity for you!

This position would be an average of no more than 30 hours per week and is not benefits-eligible . The pay range for this role is $13–$15 per hour .

Position Goals

• Deliver exceptional customer service and create positive experiences for all members, volunteers, families, staff, and community partners.
• Serve as a knowledgeable and welcoming first point of contact for Girl Scouts of Kentucky's Wilderness Road Council.
• Provide timely, accurate, and solution-focused support across multiple communication channels.
• Support the Girl Scout mission by assisting with programming that inspires and empowers girls.
• Foster an inclusive environment that promotes diversity, equity, inclusion, and belonging.
• Contribute to efficient council operations through effective customer engagement, data management, and administrative support.

Key Responsibilities

Customer Service & Communication

• Provide a professional, friendly, and positive customer experience in person, by phone, email, chat, and other communication channels.
• Answer incoming inquiries and respond promptly to customer requests, concerns, and questions.
• Utilize problem-solving skills to identify solutions and resolve issues effectively.
• Follow established customer service procedures and scripts when appropriate.
• Greet visitors and maintain a welcoming front desk and customer service environment.

Customer Support & Data Management

• Accurately enter, update, and maintain customer information within council databases.
• Track, manage, and resolve customer cases in a timely manner.
• Proactively contact customers to provide updates, address concerns, and ensure issue resolution.
• Support the Customer Experience team by delivering responsive and efficient service.

Girl Scout Program Support

• Assist with the development and facilitation of on-site programming and activities for girls.
• Provide general program support throughout the Northern Kentucky service area.
• Partner with the On-Site Programming Manager to ensure successful program delivery and participant engagement.
• Create a positive and supportive environment that enhances the Girl Scout Leadership Experience.

Diversity, Equity, Inclusion & Belonging

• Actively contribute to a culture of diversity, equity, inclusion, and belonging through daily interactions, communication, and teamwork.
• Demonstrate respect, professionalism, and inclusiveness in all customer and staff interactions.

Administrative & Team Support

• Collaborate with staff and volunteers to support council operations and organizational goals.
• Assist with special projects, events, and council initiatives as assigned.
• Perform additional duties as needed to support the mission and success of the organization.

Education and Experience:

1. High School Diploma or 2 years of customer service experience
2. Strong communication skills in written, verbal, and virtual delivery; experience developing and implementing action plans to meet/exceed deliverables; and experience working collaboratively to reach collective goals.
3. Understands Microsoft Office Suite including Outlook, Power Point, Word, and Excel.
4. Previous experience in Girl Scouts a bonus,? but not required

Required Skills/Abilities:

1. Ability to learn new systems such as Salesforce and Looker software platforms
2. Ability to work a flexible schedule including possible evenings and weekends
3. Capability to provide own transportation and maintain a valid driver's license.
4. Must be able to pass a criminal background check

Physical 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. Must be able to lift and/or move up to 25 pounds at times.

Promoted Behaviors and Expectations :

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