POSITION SUMMARY:

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

MAJOR ACCOUNTABILITIES:

• Work cross-departmentally to provide project support.
• Responsible for answering or expediting customer inquiries, by researching, providing support         and answers with the overall goal of improving customer satisfaction.
• Responds professionally and communicates effectively at all times to customers providing               exceptional and friendly service.
• Resolves customer inquiries by communicating directly with other departments as needed.
• Works cooperatively with assigned departments to ensure the department knowledge articles         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 and/or Director.
• Ensures the accurate and timely processing of data into the volunteer databases.
• Keeps customer data confidential.
• Follow up with customer concerns in a timely and efficient manner. 
• Document responses and subsequent actions in detail.
• Carry out other duties as assigned.

CORE COMPETENCIES:

•  Ability to work with a diverse group of staff, volunteers, girls and parents.
• Effective communication skills (oral/written) in both positive/challenging situations.
• Strong attention to detail.
• Bi-lingual in English and Spanish is a huge plus.
• Ability to work a flexible schedule, including evenings, and weekends as required by position responsibilities.
• Demonstrate knowledge of, or willingness to learn, Girl Scout programs, principles, and standards
• Ability to sit for prolonged periods with continuous computer keyboarding (input, retrieval, export of reports, etc.)

EDUCATION and/or WORK EXPERIENCE:

•   High School Diploma, GED or equivalent; Bachelor’s Degree preferred.
•  Minimum of 2 years of experience in Customer Service preferred.

 ADDITIONAL JOB REQUIREMENTS and PHYSICAL DEMANDS:

• Ability to always maintain positivity on telephone.
• Strong computer proficiency in Microsoft Suite
• Ability to operate both a telephone system and computer simultaneously.
• Ability to work independently and manage 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
• Become a registered member and maintain current GSUSA membership.
• Ability to lift, carry, push, pull, or move objects up to 20 lbs.

WORK ENVIRONMENT:

•  Hybrid office environment