Customer Care Specialist

North Haven, CT

POSITION SUMMARY:

 The Customer Care Specialist will support the day-to-day functions of the Customer Care Department to include Call Center operations and reception.  She/he will be responsible for, but not limited to, responding to verbal and written inquiries, expediting customer concerns, and documenting results per departmental procedures.  She/he will maintain customer satisfaction by providing a full range of support services, and resources to both internal and external customers.  At all times she/he must portray a positive image that is representative of policies, procedures, and promotes customer service to internal/external stakeholders.

 MAJOR ACCOUNTABILITIES:

  •  Responsible for answering or expediting customer inquiries, by researching, providing support and answers with the overall goal of improving customer satisfaction.
  • Ensures the accurate and timely processing of data into the membership databases.
  • Keeps member data confidential.
  • Responds professionally, and communicates effectively at all times to customers providing exceptional and friendly service.
  • Follow-up with customer concerns in a timely and efficient manner.
  • Maintaining documented responses and subsequent actions in detail.
  • Resolves customer inquiries by communicating directly with other departments as needed.
  • Works cooperatively with assigned department to ensure the department solutions are articulated correctly and up-to-date so that customers receive Tier 1 responses.
  • Embrace and enhance a culture that values diversity and ensures that staff, girl and volunteer efforts reflect the council’s commitment to diversity, equity and inclusion.
  • Identifies customer trends, and communicates proposed changes or departmental needs to the Customer Care Lead.
  • On a rotational basis, sits at the reception desk and provides reception support to organization and customers.
  • Carry out other duties as assigned.

 

CORE COMPETENCIES:

  •  Ability to work with a diverse group of staff, volunteers, girls and parents.
  • Strong communication skills (oral/written) in both positive/challenging situations.
  • Strong attention to detail.

 EDUCATION and/or WORK EXPERIENCE:

  • High School Diploma, GED or equivalent 
  • Minimum of 2 years of experience in Customer Service preferred.

 

ADDITIONAL JOB REQUIREMENTS and PHYSICAL DEMANDS:

  •  Ability to work a flexible schedule, including evenings, and weekends as required by position responsibilities
  • Ability to maintain positivity on telephone at all times
  • Strong computer proficiency in Microsoft Suite
  • Ability to operate both a telephone system and computer simultaneously
  • Ability to work independently, and handle multiple projects simultaneously
  • Must be able to speak and communicate clearly with diverse audiences
  • Demonstrated written and oral communication excellence
  • Good data entry and typing skills
  • Strong interpersonal skills
  • Ability to work in a team environment
  • Ability to maintain calmness under pressure
  • Good decision-making skills
  • Demonstrate knowledge of, or willingness to learn, Girl Scout Programs, principles, and standards
  • Become a registered member and maintain current GSUSA membership
  • Ability to lift, carry, push, pull, or move objects up to 20 lbs.
  • Ability to sit for long periods with continuous computer keyboarding (input, retrieval, export of reports, etc.)
  • Ability to speak, read, and communicate clearly in Spanish is a plus.