Customer Care Specialist

Description

The Customer Care Specialist is the first point of contact for inquiries via phone, email or in person. The Specialist is responsible for providing the highest level of customer service to all members, both external and internal and provides support to Girl Scouts of North East Ohio (GSNEO) members/volunteers as needed to effectively administer the goals of GSNEO.

Major Accountabilities:

• Supports functions of a multi-channel contact center.
• Answers incoming calls/requests; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email, phone and walk-in customers.
• Seeks and acknowledges the views and ideas from customers (for example, internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement.
• Maintains contact center database by entering information accurately and quickly.
• Supports the operation of their assigned service center with efforts such as the opening and closing of building, processing mail, maintaining office supplies and orders through approved channels, and reporting on property maintenance issues.
• Provides Retail Shop coverage as needed.
• Keeps current with GSUSA and GSNEO programs and products related to support of those.
• Supports the conversion process from a lead to member/volunteer through a streamlined, customer-friendly process that meets the customer’s needs.
• Track and manage communication with current and potentials members to close leads and complete renewals using Volunteer Systems (CRM).
• Periodic travel and flexible scheduling to help with council initiatives is required, such as recruitment efforts, volunteer training, cookie program support. This support could be in person or virtually.
• Any other duties as assigned to promote the successful implementation of GSNEO’s goals/objectives.

Requirements

• High school diploma or general education degree (GED) and/or a combination of related work experience.
• 3-5 years of customer service and/or sales experience
• Proven office administrative experience
• Computer literacy and technical knowledge of computer software programs such as Microsoft Office, Work, Excel and PowerPoint. May need to know or be able to learn other software specific to GSUSA, including but not limited to Salesforce and OpSuite.
• Ability to communicate the written and spoken word with tact, diplomacy, and/or authority when necessary (i.e. In person, verbal, written, phone, and/or via other electronic media); expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff.
• Ability to pay close attention to detail and maintain confidentiality
• Commitment to inclusiveness