Customer Care Coordinator

Job Description

Job Description

POSITION SUMMARY:

The Customer Care Coordinator serves as the first line of support for all inquiries via phone and email for the Girl Scouts of Gateway Council. This position is responsible for providing the highest level of customer service to all members and customers, both external and internal. A significant portion of this role uses a database to maintain accurate customer records, complete detailed technical processes, and provide support to customers. A desire to consistently provide positive and impactful interactions with customers is required.

The Customer Care Coordinator works collaboratively with teams across the council to ensure the success of the council’s goals and objectives.

Essential Duties and Responsibilities:

• Maintains a customer-centric environment in all interactions by answering inquiries, clarifying needs, researching information and delivering timely, accurate responses.
• Provides in-office customer service support at the front desk and retail shop two days per week.
• Accurately processes membership registrations and renewals, cookie program access, event registrations and cancellations, retail sales and supports financial assistance requests.
• Monthly data clean up completed as designated by GSUSA’s monthly/quarterly data quality dashboard as assigned.
• Provides support for additional seasons and projects throughout the membership year. Including but not limited to expert knowledge of product program technology platforms, support for ongoing data cleanup projects, gsEvents registration platform, gsLearn training platform, knowledge article management, background check management, and seasonal phone campaigns.
• Follows standard operating procedures for consistent data entry in all member accounts. Adheres to internal documented processes to ensure data quality.
• Engages in daily problem-solving and provides solutions by accessing all available resources.
• Manages the primary council case queue serving as Tier 1 case and phone management support for all inbound inquiries and manages the escalation of Tier 2+ cases to appropriate subject matter experts.
• May be designated to take specific projects or duties as assigned by COO.
• Keeps current on organizational knowledge and best practices by participating in Gateway staff training, volunteer training, GSUSA webinars and chatter groups, professional development via gsLearn, and utilizing gsConnect.
• Enhances the organization’s reputation by providing positive and timely customer experience and ensuring a strong and effective volunteer support system for every member.
• Active participation in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
• Performs other duties as necessary or assigned.

Required Skills/Abilities:

• Excellent communication skills and the ability to build relationships and work with individuals of diverse backgrounds and ages.
• Strong communication and presentation skills that attract, and appeal to, diverse audiences.
• Superior time management skills to maximize productivity, and adherence to performance goals.
• Willingness to promote visibility and credibility of Girl Scouting in the community, within compliance with our brand standards.
• Understanding and acceptance of the Girl Scout promise, law, beliefs, and principles
• Ability to work independently with minimal oversight, take initiative, and effectively monitor process hand-off to other departments.
• Ability to work a flexible schedule including evenings and weekends.
• Travel throughout council jurisdiction up to 10% of the time.
• Capability to provide own transportation and maintain valid operator license.

Education and Experience:

• Associate degree or higher or two years of customer service experience.
• Basic understanding of Salesforce and Looker software platforms, or familiar with another CRM platform.

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:
• Prolonged periods sitting at a desk and working on a computer.
• Operate office equipment manually.
• Must be able to lift and/or move up to 25 pounds at times.

Core Job Competencies:

1. Effective Communications
2. Work Quality
3. Knowledge
4. Adaptability
5. Proactive Initiative

*Registration as a member of Girl Scouts of Gateway Council required

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.