Customer Care Specialist

Customer Care Specialist

Saint Paul Service Center - Saint Paul, MN

Who We Are

Girl Scouts River Valleys' mission is to build girls of courage, confidence, and character who make the world a better place. Our purpose is to boldly lead as an anti-racist organization that uplifts and empowers every girl to know their worth and lead in their world. Our commitment to a girl-led future is unwavering.

Working at Girl Scouts is an opportunity to be you at your best by being a part of a passionate team of professionals dedicated to helping Girl Scouts build their futures.

Commitment to Equity & Inclusion

Girl Scouts River Valleys is committed to diversity, equity, inclusion, access, and racial justice, and is working to boldly lead as an anti-racist organization that uplifts and empowers every Girl Scout to know their worth and lead in their world. This means leading not just with words, but with actions.

Diversity and inclusion have been core values of Girl Scouts since its founding in 1912. Girl Scouts River Valleys and Girl Scouts of the USA value diversity in all its forms and do not discriminate on the basis of race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability, gender, marital status, familial status, veteran status, sexual orientation, gender identification, genetic information, public assistance, local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws.

Learn more about our mission, purpose, and values online at girlscoutsrv.org.

Position Summary

The Customer Care Specialist is the welcoming face and voice of Girl Scouts River Valleys, serving as the first point of contact for members, families, and guests in person, by phone, and via email. This role is essential to supporting recruitment, retention, and overall member experience by providing exceptional customer service, accurate data entry, and responsive follow-up. From greeting visitors at the front desk to managing inquiries in Salesforce, processing mail, and ensuring smooth office operations, the Customer Care Specialist plays a vital role in creating a positive and supportive environment. This hybrid role is based out of our St. Paul location, requiring onsite presence approximately 5075% of the time.

Ideal Candidate

We're looking for someone who loves helping people, can juggle multiple priorities with a smile, and thrives in a fast-paced, ever-changing environment. You're a strong communicator who can connect with a wide variety of people, whether in person, on the phone, or online. You're detail-oriented, tech-savvy (CRM experience is a plus!), and love keeping things organized. Most importantly, you're committed to equity, inclusion, and anti-racist practices and want to bring those values into your daily work. If you enjoy working on a team, but also know how to take initiative on your own, this role is a great opportunity to make a difference while supporting the mission of Girl Scouts.

Don't meet every requirement? Studies have shown that women and BIPOC professionals are less likely to apply to jobs unless they meet every single qualification. At Girl Scouts River Valleys, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn't align perfectly, we encourage you to apply. You might just be the right candidate for this or other roles. Girl Scouts River Valleys is committed to diversity, equity, inclusion, access, and racial justice, and is working to boldly lead as an anti-racist organization that uplifts and empowers every Girl Scout to know their worth and lead in their world. This means leading not just with words, but with actions.

Compensation

At GSRV, we believe that a well-structured compensation package will attract and retain talent. Therefore, we are very competitive with including a compensation package for this position that aligns with like-organizations and positions in the area. This includes:

• Hiring range - $22.50 - $23.68 hourly; Medical, Dental, and Vision
• HSA/FSA
• Employer Paid STD and LTD Employer Paid Life Insurance 403(B) Plan
• Pet Insurance
• Paid Time Off (PTO)
• 1-Week Winter Break
• 14 Recognized Holidays
• Paid FMLA
• Employee Assistance Program EAP
• Infant-at-Work Program
• Hybrid Workplace
• Affinity Groups

Responsibilities

To be successful, the following are essential duties and responsibilities of this position:

Essential Duties and Responsibilities

• Serves as the first point of contact at front desk for all guests, making visitors feel welcome.
• Answers internal and external customer inquiries in person, via email, and by phone while displaying a high level of customer service.
• Ensures an inviting environment for customers, vendors, and visitors to the service centers by maintaining a neat and clean area, greeting them as they arrive, and assisting them with their needs.
• Seeks to provide proactive information and resources to all guests and members.
• Answers inquiries by clarifying desired information, researching, locating, and delivering findings.
• Maintains customer relationship management database by entering information quickly and accurately. Participates in efforts to improve efficiency.
• Provides record management for all types of information including, but not limited to, Salesforce cases, chatter, and tasks.
• Adheres to council policy, standard operating procedures, and working guidelines, but alerts others to process improvement enhancements.
• Supports data entry and management and provides quality assurance clean-up when necessary.
• Provides service to internal customers, which includes the following tasks:
• Processing outgoing mail from the service center
• Facilitating council vehicle and equipment check-out process from the service center.
• Ordering office supplies and stationary and managing deliveries that arrive at the service center
• Ensuring the production room contains sufficient general office use supplies.
• Utilize technology tools to effectively conduct virtual internal and external meetings and programs.

Additional Duties and Responsibilities

• Build and maintain strong working relationships across departments to support organizational goals.
• Actively participate in staff meetings, trainings, and represent the council professionally on social channels.
• Support and embody the council's commitment to diversity, equity, inclusion, access, racial justice, and anti-racism in all communications.
• Foster a collaborative and productive team environment aligned with Girl Scouts' mission and values.

Competencies to be Successful at Girl Scouts River Valleys

At GSRV, we believe that when we have competencies to guide us in doing our work, while we commit to our mission and vision, we are successful. You are required to apply these competencies into your day-to-day work.

Team Engagement

Employee demonstrates the practices of having courageous, clear, friendly, and productive conversations with each other and are expected to contribute to building a respectful work environment for everyone.

Communication and Accountability

Employee is able to effectively communicate with others in multiple ways to be successful in completing work and tasks. Employee can articulate thoughts and expresses ideas to others providing valuable and timely information. The employee is driven to accomplish outcomes, deliverables, and communicates proactively about impacts to deadlines and work.

Professional Growth

Employees utilize multiple ways to support growth at GSRV. There is enthusiasm for learning and growing in a diversity of ways and an eagerness to apply knowledge gained in their work and the organization.

Innovation Leading to Impact

Employee contributes ideas and solutions to improve work strategies showing willingness to take thoughtful risks and failing forward, creating new and improved ways of doing things.

Equity Focused

Employee incorporates GSRV's equity framework and anti-racism guidance document into their work, decision, and actions.

Work Performance

Employee is proactive in working to understand the goals, roles, and responsibilities of their current position based on their job description and their manager's guidance. Overall, if goals are not met, there are strategies put in place to support outcomes.

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