The Customer Care Specialist will be a part of a team that will provide consistent, best-in-class support, direction, knowledge, and effective communication to potential and current members, volunteers, families and girls by creating and implementing customer service standards and best practices. This is a full - time position starting at $20.30 per hour. This position requires that all candidates live or move to Washington state.

Standard work hours are: Monday- Friday 8am – 5pm.

Essential Functions:

Serve as the first point of contact for inquiries providing the highest level of customer service and Girl Scout knowledge to all customers/members, both external and internal by answering incoming calls and e-mail and clarifying desired information from requestor.

Provide prompt, accurate answers to customer queries utilizing a variety of programs to include Customer Relationship Management system (CRM)-Salesforce, Financial based system SharePoint,Product Program Database- eBudde/Digital Cookie, Membership Database system- Looker, Camp Registration System-Camp Minder, Site Reservation System Active Net, and other internet-based programs with the ability to navigate multiple systems using multiple screens simultaneously.

Research solutions to inquiries in a timely manner engaging in problem-solving using multiple systems, standard operating procedures and team collaboration to determine solutions and deliver findings to customer members by email or phone.

Input and maintain membership information system databases by entering information accurately and quickly with the ability to adjust to seasonal fluctuations in workloads.

Identify technical issues and work closely with the IT department to report trending technical issues with membership registration systems and database structures.

Communicate with internal departments to designate issues defined as Tier 2 requests that require additional information or research for customer resolution.

De-escalate upset members using conflict resolution skills to ensure resolution within prescribed guidelines.

Work in partnership with all departments to support the organizations mission, goals and strategic priorities and align customer care objectives and strategies to best support the councils membership growth and retention strategies by establishing best practices, timely case management and increased phone sales.

Qualifications:

• High School diploma with work experience in Customer Service or Associate degree in Business
• Experience using Salesforce, or other customer relationship databases
• Prior experience required in a customer-centric environment utilizing conflict resolution skills and customer de-escalation procedures
• Excellent time management skills to work efficiently in a fast paced and challenging work environment; prior experience in a call center environment highly desirable
• Ability to manage multiple tasks and document all customer interactions utilizing a Customer Relationship Management system (CRM) – Salesforcein a call center environment
• Skilled in Microsoft 365 and database programs to include the ability to run basic queries
• Demonstrated ability to multi-task, prioritize deadlines, work independently, take initiative, highly organized, strong attention to detail and maintain confidentiality
• Strong interpersonal and communication skills necessary to be able to work with individuals at all levels and backgrounds
• Demonstrated experience successfully working with a variety of racial and ethnic groups strongly preferred
• Demonstrated commitment to support and enhance the diversity, cultural and global awareness of volunteers, girls and staff
• Demonstrated success working in cross-functional teams
• Ability to work a full-time, fixed schedule from Monday to Friday 8am-5pm.
• One or more years in Customer Care required before progressing within the department
• Satisfactory results from criminal background search
• Willingness to maintain membership in Girl Scouts