Customer Experience Specialist

GSGNY Background

The Girl Scouts of Greater New York (GSGNY) is a leading youth development organization serving 16,000 girls ages 5-18 each year. Our mission is to ensure that every girl across New York City can develop the courage, confidence, and character needed to thrive.

GSGNY delivers empowering programs in nearly every NYC zip code, from traditional troop experiences to STEM and robotics, leadership development, and meaningful community service. We also support unhoused girls living in shelters across the city and send 5,000 girls each summer to our beautiful camp in upstate New York.

Through our iconic Cookie Program, Girl Scouts earn money for troop activities while building critical financial literacy and entrepreneurial skills.

About the Position

The Customer Experience Specialist serves as a primary point of contact for members, prospective members, volunteers, and internal teams. This role provides high-quality support across phone, email, live chat, social media, and in-person channels while managing inquiries and transactions throughout the membership lifecycle.

The Customer Experience Specialist manages customer cases and membership leads from initial inquiry through resolution or conversion, with responsibility for meeting established service, case-management, and membership-conversion targets. The role follows up with the membership pipeline; manages and converts leads generated through council programs and GSUSA campaigns; processes membership and volunteer service requests and financial assistance; maintains accurate records in Salesforce and related systems; and partners across departments to provide a seamless member and volunteer experience.

Responsibilities

Metrics & Targets

• Achieve and maintain a 35% or higher one-day conversion rate for Daisy memberships and a 50% or higher one-day conversion rate for all new girl memberships.
• Increase solution utilization by 3% by the end of the membership year.
• Meet or exceed national benchmarks for case management closure performance in at least 10 of 12 months annually.
• Maintain an overall case closure rate of 80% or higher.
• Achieve and maintain a 95% one-day case closure rate.
• Maintain an average case resolution time of 7.6 hours or less.
• Achieve and maintain a 75% two-day conversion rate.
• Achieve and maintain an 80% seven-day conversion rate.

Customer Care and Case Management

• Deliver prompt, accurate, professional, and empathetic customer support using Salesforce and approved service tools.
• Assess customer needs by asking clarifying questions, gathering relevant information, and identifying the next appropriate steps.
• Research and communicate accurate information and solutions, and complete timely follow-up by phone or email when additional action is required.
• Resolve inquiries using approved knowledge base solutions; escalate or assign cases to the appropriate team or queue when specialized support is required.
• Accurately document phone calls, emails, web chats, and other customer interactions in Salesforce as cases or activities.
• Maintain established standards for accuracy, responsiveness, customer satisfaction, and service-level performance.
• Identify trends in customer cases and calls, recommend new or updated solutions, and share relevant insights during weekly Customer Experience department meetings.

Member and Volunteer Support

• Process troop transfer and bridging requests.
• Prepare and process troop bank letter requests.
• Review and process troop trip applications and additional insurance requests.

Data Management and Cross-Functional Collaboration

• Enter and maintain complete, timely, and accurate data in Salesforce and other designated systems.
• Follow established business processes and request clarification when procedures or ownership are unclear.
• Support the development and maintenance of knowledge base solutions that improve service consistency and cross-department collaboration.
• Partner with Membership and Community Outreach teams to plan and facilitate engagement activities for girls generated through lead campaigns.
• Collaborate across departments to resolve member needs efficiently and provide a seamless customer experience.

Financial Assistance Processing

• Monitor financial assistance requests and ensure timely follow-up.
• Communicate expected caregiver or troop leader contributions and follow up to receive required payments.
• Process received payments and financial assistance as split-payment transactions in accordance with established procedures.

Lead and Pipeline Management

• Contact prospective members by phone and email with information about troop and program availability, membership options, and registration.
• Manage assigned pipeline contacts and GSUSA lead campaigns for girls and caregivers through timely, documented outreach.
• Track outreach and conversion activity accurately and support continuous improvement of lead-management practices.
• Perform other duties as assigned.

Qualifications: Knowledge, Skills, and Abilities

• Bachelor's degree preferred.
• At least two years of related customer service, membership, sales, or administrative experience.
• Strong aptitude for using database and reporting systems, including Salesforce and Looker.
• Excellent problem-solving skills and the ability to work independently, exercise sound judgment, and manage competing priorities.
• Strong attention to detail and a demonstrated commitment to data integrity, confidentiality, and accurate recordkeeping.
• Ability to explain technical information clearly to nontechnical audiences and collaborate effectively across teams.
• Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint, and experience working with content management or customer relationship management systems.
• Excellent interpersonal and communication skills, with sensitivity to cultural differences among staff, girls, caregivers, and volunteers and a commitment to diversity, equity, and inclusion.
• Ability to lift and carry at least 25 pounds.
• Ability to work a flexible schedule, including occasional evenings and weekends.

Work Environment and Schedule

This is a full-time position. The role requires regular interaction with girls, caregivers, volunteers, prospective members, community partners, and colleagues. Work is primarily performed in an office environment, with occasional evening or weekend responsibilities based on organizational needs.

Compensation & Benefits:

• $50,000 annual salary
• F/T Position
• Comprehensive benefits including options for health, dental & vision coverage, Flexible Spending Account/FSA, commuter benefits, 403(b) retirement savings plan with employer match, and generous PTO