Customer Care Specialist (Full Time)

POSITION TITLE : Cus tomer Care Specialist

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: 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 perform 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.

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 lear n, unders tand, and apply new technologies with ability t o understand the basic data q uality 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.

Minimum Education and Experience

• High School diploma or equivalent experience required .

• Experience and knowledge of Girl Scouts preferred.

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

• 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.