Job description

Location: Albany or Queensbury

Reports To: Director of Customer Care

Don’t meet every requirement? Studies have shown that women and BIPOC professionals are less likely to apply to jobs unless they meet every single qualification. At GSNENY, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly, we encourage you to apply. You might be just the right candidate for this or other roles.

Position Summary:

The Customer Care Specialist is a full-time position responsible for ensuring the delivery of a high-quality experience for all first point of contact customer inquiries. The specialist performs a wide variety of data quality and business process tasks in Council databases. The Customer Care Specialist works collaboratively with other members of the staff team toward achieving the council’s strategic vision, short- and long-term plans, and project work. The hours for this position are 9:00 am – 5:00 pm, Monday through Friday, in the office.

Essential Duties and Responsibilities:

• Provide a positive customer experience for all stakeholders, either in person, by phone, or via chat.
• Support functions of a multi-channel contact center through case management module in Salesforce membership database.
• Answer incoming calls/requests; engage in problem-solving and providing solutions; manage and effectively respond appropriately to all inquiries including but not limited to email, phone, chat and walk-in customers and follow a script when needed.
• Maintain a customer-centric environment in public areas of council facilities, including greeting guests at the front desk.
• Maintain customer database by entering information accurately and quickly, striving to resolve (“close”) customer cases in a timely manner.
• Maintain data integrity of Girl Scout troops such as hierarchies, volunteer assignments, membership payments, volunteer screening records, council to council transfer, data clean up, merges, and refunds.
• Contact customers, resolve customer issues, and provide service support to the customer experience team.
• Ensure all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities.
• Active participation in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
• Assist members with online property rentals, including emailing confirmations, providing answers, scheduling the bookings and cancellations
• Assists Director of Properties & Facilities with Property Rentals through communications and updating various booking calendars
• Supports the communities and Council with annual membership retention goals
• Performs other duties as assigned, which may include directly working with Girl Scout members during camp or other programs, as needed.

Physical Requirements:

• Exchanging information in sometimes noisy environments
• Regularly traversing within office and occasionally on uneven terrain while out of office for various events
• Moving items such as mailed packages or supplies weighing up to 30 pounds
• Regular operation of a computer and other office productivity machinery for hours at a time

Competencies and areas of expertise may include:

• Associate degree preferred in business management, communications, education, or related field; Other educational areas may be considered. 2 years of relevant experience required.
• Strong customer experience and service skills required.
• Strong oral and written communication abilities with demonstrated ability to work with sensitive and confidential issues and communicate effectively with a diverse group of volunteers, and staff.
• Ability to manage multiple tasks (e-mail, phone, and technology) and document all customer interactions utilizing a member relationship management system in a call center environment. Call center experience is highly desirable.
• Ability to coordinate multiple projects while managing conflicting priorities and deadlines
• Recognizes when immediate action is required and gathers information to make appropriate decisions
• Familiarity with team-building techniques and processes; collaborates with others to create optimal solutions; Fosters a commitment to a team approach and promotes partnerships between work units
• Fluent in Microsoft Office including Word, Excel, Outlook, and SharePoint
• Previous work experience utilizing conflict resolution skills and customer de-escalation procedures; strong interpersonal and communication skills necessary to be able to work with individuals at all levels and backgrounds
• Successfully demonstrated experience working with a variety of racial and ethnic groups strongly preferred; Bilingual English/Spanish preferred
• Strong organizational skills and attention to detail
• Demonstrated ability to multi-task, prioritizes deadlines, work independently, take initiative, highly organized, and maintain confidentiality in a fast-paced and challenging work environment
• Must be able to work both in an office setting and remotely
• While all these continuing responsibilities apply to all jobs in Girl Scouts, the specific ways in which they apply, vary from job to job

Core Competencies

• Customer-centric
• Communicator
• Relational Intelligence
• Critical Thinker
• Digital, Virtual and Technical Proficiency
• Financial Acumen
• Leadership and Stewardship
• Learning and Innovation
• Focused on Social Justice and Inclusion (DEI)
• Business-first Mindset

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Albany, NY 12205: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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