Customer Service Representative

Position Summary

The Customer Service Representative delivers exceptional customer service to members and volunteers by providing accurate information, guidance, and support in navigating the organization's programs, systems, and registration platforms. This position requires strong communication, technical, and administrative skills to ensure efficient operations, effective case resolution, and positive experience for all members.

At Girl Scouts of Eastern Missouri, most of our roles work in a hybrid capacity (in office, remote, and/or in the field). The current schedule expectation for this role is 3 days in office and 2 days working remote each week (subject to change at management discretion or operational need).

Girl Scouts of Eastern Missouri offers a robust benefit package to full-time employees including health, dental, vision, life insurance, disability, health reimbursement account, flexible spending account, voluntary plans (critical illness, accident, hospital indemnity, cancer, pet insurance, ID theft, and legal protection), a 403(b) retirement plan with company match, paid holidays including a winter break, paid time off, extended illness bank, parental leave, employee assistance program, a hybrid work environment, and more! Put your passion into action with Girl Scouts of Eastern Missouri!

The position is full time with a competitive hiring range of $21.04-23.14 per hour!

Essential Job Duties

• Provide professional and timely assistance to members via email, phone, and in person, using multiple software platforms and documenting all interactions appropriately.
• Maintain comprehensive knowledge of Council programs, services, and systems to deliver accurate information and support.
• Create, manage, and resolve cases in Salesforce and other organizational CRM systems, ensuring complete documentation, prompt follow-up, and timely resolution.
• Assist customers with registration processes, troubleshoot technical or account issues, and ensure accurate account setup.
• Make regular inbound and outbound calls to members to gather information, provide updates, and ensure effective resolution of cases and requests.
• Create, code and manage camp events and programs in the gsEvents system, including building and maintaining product listings and configurations.
• Review, evaluate, and approve financial assistance applications for membership and program registrations in accordance with established guidelines.
• Use Microsoft Excel extensively for data entry, data reporting, tracking, and reconciliation.
• Complete all data entry and system maintenance tasks accurately, thoroughly, and on time.
• Assist other departments as required, providing wide-ranging support for various activities, events, and fundraising programs throughout the year.
• Process camp and event registrations and scholarship applications.
• Ensure overall compliance with any applicable internal policies, guidelines and funding source regulations.
• Serve as a collaborative team member, working to advance the mission of Girl Scouts.
• Perform other duties as required and/or assigned.

Qualifications

• High school diploma or equivalent required.
• 1-3 years of experience in customer service, technical support, or a help desk environment.
• Bilingual (English/Spanish) strongly preferred.

Knowledge, Skills, and Abilities

• Proficiency in Salesforce or similar CRM systems for case management and communication.
• Strong technical skills with the ability to navigate, review, and maintain complex databases.
• Proficient in Microsoft Office programs and other general office equipment.
• Experience building and managing products or events or comparable registration systems preferred.
• Strong analytical and problem-solving abilities with close attention to detail and data integrity.
• Excellent verbal and written communication skills, including comfort with frequent inbound and outbound calls.
• Demonstrated ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
• Strong organizational skills with the ability to work independently and collaboratively within a team.
• Professionalism, discretion, and sound judgment when handling confidential or sensitive information.
• Demonstrated ability to learn and adapt quickly to new technologies and system updates.
• Ability to work some evenings and weekends as needed.

Physical Demands

While performing the duties of this job, the employee:

Must be able to remain in a stationary position 75% of the time.

Constantly operates a computer and other office productivity machinery such as a calculator, copier, and computer printer.

Occasionally positions self to maintain files in file cabinets.

Must be able to communicate information and ideas so others will understand.

Must be able to exchange accurate information.

The ability to observe details at close range (within a few feet of the observer).

Work Environment

Constantly works in an indoor professional office environment. Exposed to moderate noise levels.

Supervisory Responsibility

NONE

Our Commitment to Diversity, Equity, and Inclusion

At Girl Scouts of Eastern Missouri, we are committed to our future and what that looks like for all girls everywhere. We recognize that each employee and each member has unique experiences, perspectives, identities, and viewpoints that add value to our inclusive community. We are a proud Equal Opportunity Employer and we encourage applicants from diverse backgrounds to apply.