Position Summary

The Customer Care Specialist supports the day-to-day operations of the Customer Care Department, including call center support, reception coverage, and member service response functions. This full-time role is responsible for delivering exceptional service to internal and external customers by responding to phone, email, and written inquiries; resolving concerns; documenting outcomes; and ensuring timely follow-up in accordance with departmental procedures.

This position plays a critical role in maintaining high levels of customer satisfaction by serving as a reliable first point of contact and providing accurate information, resources, and support across departments. The Customer Care Specialist must consistently project a professional, patient, and positive image that reflects Girl Scouts of Connecticut’s values, policies, and service standards.

This is a full-time hybrid position with limited in-office responsibilities. The selected candidate must reside in Connecticut and be available to report to the office 2–3 times per month for meetings, training, collaboration, or operational support.

Major Accountabilities

• Answer, research, and resolve customer inquiries with the overall goal of improving customer satisfaction.
• Respond professionally and patiently to inbound calls, emails, and written requests from members, volunteers, families, staff, and community partners.
• Escalate or expedite customer concerns appropriately and ensure timely resolution.
• Maintain detailed documentation of customer inquiries, actions taken, and final outcomes.
• Ensure the accurate and timely processing of data within membership and customer databases.
• Maintain strict confidentiality of all member and customer data.
• Collaborate cross-functionally with internal departments to resolve inquiries and ensure Tier 1 responses remain accurate and current.
• Identify recurring customer trends, service gaps, or system issues and communicate recommendations to the Customer Care Lead.
• Support reception and general front-line customer care functions as assigned.
• Embrace and enhance a culture that values diversity and ensures staff, volunteer, and girl experiences reflect the Council’s commitment to diversity, equity, inclusion, and belonging.

 Core Competencies

• Excellent customer service orientation
• Strong verbal and written communication skills
• Strong listening and problem-solving skills
• Attention to detail and data accuracy
• Ability to remain calm under pressure
• Strong interpersonal and teamwork skills
• Adaptability and sound judgment
• Ability to work effectively with diverse staff, volunteers, girls, and families

Education and/or Work Experience

• High School Diploma, GED, or equivalent required
• Minimum of 2 years of customer service or call center experience preferred
• Experience working in a nonprofit, membership, or youth-serving environment preferred

Additional Job Requirements & Physical Demands

• Must reside in Connecticut
• Ability to work a flexible day-shift schedule, with occasional evenings during peak operational months
• Ability to report to the office 2–3 times per month
• Ability to maintain positivity and professionalism on the telephone at all times
• Strong proficiency in Microsoft Office Suite and database systems
• Ability to operate phone and computer systems simultaneously
• Ability to work independently while managing multiple priorities
• Strong typing, data entry, and documentation skills
• Demonstrated written and verbal communication excellence
• Ability to communicate effectively with diverse audiences
• Ability to work effectively in a team-based hybrid environment
• Demonstrated 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 extended periods with continuous computer and phone use
• Bilingual or multilingual communication skills in English and one or more additional languages, such as Spanish, Portuguese, French, or Polish, are strongly preferred.