Customer Care Specialist

Description

Job Summary

The Customer Care Specialist is the first point of contact for River Valleys members and guests in-person, via email, and phone. In support of recruitment and retention objectives, team members are responsible for providing the highest level of customer service to all members both external and internal, as well as providing data entry support for customer inquiries and issues.

Essential Duties and Responsibilities:

• Serves as the first point of contact at the front desk for all guests, making visitors feel welcome.
• Answers internal and external customer inquiries in person, via email, and by phone while displaying a high level of customer service.
• Ensures an inviting environment for customers, vendors, and visitors to the service centers by maintaining a neat and clean area, greeting them as they arrive, and assisting them with their needs.
• Seeks to provide proactive information and resources to all guests and members.
• Answers inquiries by clarifying desired information, researching, locating, and delivering findings.
• Maintains customer relationship management database by entering information quickly and accurately.  Participates in efforts to improve efficiency.
• Provides record management for all types of information including, but not limited to, Salesforce cases, chatter, and tasks.
• Adheres to council policy, standard operating procedures, and working guidelines, but alerts others to process improvement enhancements.
• Supports data entry and management and provides quality assurance clean-up when necessary.
• Provides service to internal customers, which includes the following tasks:
  • Processing outgoing mail from the service center
  • Facilitating council vehicle and equipment check out process from the service center
  • Ordering office supplies and stationery and managing deliveries that arrive at the service center
  • Ensuring the production room contains sufficient general office use supplies
• Utilize technology tools to effectively conduct virtual internal and external meetings and programs.
• Understand and follow River Valleys COVID-19 safety procedures at all times when conducting Girl Scout activities.

Qualifications

Education and Experience:

• Required: Associate’s degree
• Preferred: Bachelor’s degree and experience in a non-profit setting, providing customer care, communications, or volunteer management.

Knowledge and Skills:                                                                                  

• A self-starter who can work both independently and collaboratively, takes initiative, is flexible, adaptable, a create problem solver, self-manager, organized with a strong attention to detail. Thrives in an ever-changing/fast-paced environment. Excellent independent decision-making skills and strong resourcefulness.
• Must have a passion for providing high-quality customer service.
• Demonstrated experience using a CRM.
• Proven ability to collaborate with colleagues in all areas of the organization.
• Strong communication skills with the ability to communicate and influence at all levels.
• Strong organizational skills with an ability to prioritize and meet deadlines.
• Proven oral and written communication abilities (i.e.: verbal, written, in-person, and over the telephone); demonstrated ability to work with a diverse group of girls, volunteers, and staff.
• Ability to coordinate multiple projects while managing conflicting priorities and deadlines.
• Ability to foster and maintain strong interdepartmental relationships to motivate and accomplish work through others.
• Proficient in MS Office: Word, PowerPoint, Outlook, and Excel
• Ability to work a flexible schedule including evenings and weekends.

Disclaimer:

The above information has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.  Management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

Important Note:  In order to protect the health and safety of our community, employees, guests, and their families from COVID-19, GSRV is requiring all employees to be fully vaccinated against COVID-19 and to provide proof of that status to maintain employment.  Requests for exemptions from employees with qualifying medical conditions or sincerely held religious beliefs that prevent them from receiving a COVID-19 vaccination will be considered.