Customer Care Specialist (Part Time)

POSITION TITLE : Cus tomer Care Specialist – Part Time

LOCATION: Cherry Hill Service Center

MISSION :

Accepts and implements the Girl Scout Mission to build girls of courage, confidence and character who make the world a better place . Agrees to pledge and uphold the Girl Scout Promise and Law.

CUSTOMER IMPACT STATEMENT :

The Customer Care Specialist serves as the first point of contact for inquiries via phone , email and web submissions . The incumbent is responsible for providing the highest level of customer service to all members/customers, both external and internal (staff) .

Reports to the Manager of Customer Care

PRIMARY ACCOUNTABILITIES (may include, but not limited to) :

Supports functions of a multi-channel contact center

• Answers incoming calls/requests
• engages in problem-solving and provides solutions
• manages and responds appropriately to all inquiries including but not limited to email, in-person, and phone using the case management solution guidelines of the CRM of record - Salesforce

Provides high quality customer service

• Ensures and provides quality service to both internal (staff) and external customers
• Answers inquiries by clarifying desired information, researching, locating, and delivering findings
• Maintains contact center database by entering information accurately and quickly
• Enhances organization reputation by providing positive customer experience for all those contacted, etiher through email or by phone

Provides functional support through the use of council's CRM for all departments

• Data entry of back office registrations
• Supports functional tasks within the CRM(s) of record
• Clerical functions, management of department files and folders, paper handling as required
• Responsible for the maintenance of the database with the fullfillment of QC reports in Personify and Salesforce
• Works with Database Administrator to resolve errors from Boomi reports
• Use of Doubleknot for registration of property reservations

To p erform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required . Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Minimum Education and Experience

• High School diploma or equivalent experience required .

• Experience and knowledge of Girl Scouts preferred.

Skills:

Business technology expertise - Strong user computer skills in Microsoft Office including Word, Excel, and Outlook . CRM experience, especially Salesforce, desirable . Must be able to learn, understand, and apply new technologies with ability to understand the basic data quality principles and practice .

Adaptability & Fl exibility - Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems; adapts approach, goals, and methods to achieve solutions and results in dynamic situations; copes well and helps others deal with the ongoing demands of change; sees and shows others the benefits of change; recovers quickly from setbacks, and finds alternative ways to reach goals or targets.

Interpersonal Relations - Establishes rapport with others at all organizational levels; respects others; considers and responds to the needs, feelings, and capabilities of others; establishes and maintains an open dialogue with others; has demonstrated ability to market the Girl Scout value proposition through a variety of communication venues including in person, phone, and online.

Problem-Solving - Identifies and analyzes existing and potential problems systematically and thoroughly; reports/documents the problem; obtains and evaluates relevant information and contributing factors; identifies important interrelationships; implements solutions after evaluating alternatives and anticipating their impact; supports decisions or recommendations with data and/or reasoning; defines and implements solutions to problems.

Other Considerations:

• E vening /weekend work is required

• Ability to work flexible schedule

• Must provide own transportation for travel within the council jurisdiction

• Reliable transportation required

• Other duties as required

Physical Requirements:

• Ability to be mobile and/or sitting for extended periods of time.

• Ability to lift up to 25 pounds of paper or equipment.

• Strong Manual dexterity and fine motor skills to operate computer keyboard, calculator, copier machine etc.

• Ability to visually inspect web-based reports, computer terminals, and other data for accuracy and understanding.

• Ability to effectively communicate with customers and staff over the phone.

Schedule: 2-3 days per week depending on demand