Member Services Specialist

Description

The Member Services Specialist serves as the first point of contact for inquiries via phone, email or other written communication, providing the highest level of customer service to all members and customers, both external and internal. The Member Services Specialist supports recruitment efforts and converts prospective members (leads) to registered members. The Member Services Specialist is responsible for registering girl members and adult volunteer members to increase involvement in the Girl Scout program and achieve Council membership goals. The Member Services Specialist will also work with VP of Membership and Director(s) of Membership on special projects.

This position is a full-time (36.5 hours/week) hourly, benefit eligible position, including: medical, dental, life, long-term disability, EAP, 12 paid holidays a year and 32 days of PTO (Vacation, Sick, and Personal). Additionally, we offer a 403b and match after 1 year, and offer the option to enroll in many other supplementary benefits. We offer a casual work environment and the week between Christmas and New Years off! We also offer 2 days work from home (not including February and March) after 6 months of employment. Additionally, we offer 6 weeks paid parental leave after 1 year of employment. The benefits are plentiful and the work is rewarding. Come and join us!

Requirements

RESPONSIBILITIES

· Provide exceptional customer service to volunteers and Girl Scout families by managing incoming calls and customer care service inquiries, with the expectation of providing first contact resolution, and directing more detailed inquiries to the appropriate staff member.

· Responds to all inquiries as the first point of contact; working to provide a positive customer experience; clarifies information, researches issues, locates, and delivers findings. Assigns inquiries to other departments on an as needed basis if resolution requires additional information from specific departments or individuals.

· Assist customers in completing membership and program registrations.

· Track and manage volunteer training content, attendance, feedback, etc.

· Identifies inquires needing solutions and elevates cases to secure responses.

· Works in partnership with other departments to proactively secure solutions/responses for the council’s solutions database.

· Support external recruitment efforts, working to place girls and adults in their desired opportunity.

· Conducts follow-up on new leads, primarily through phone and in written communication, following specified guidelines.

· Provide support to members needing financial assistance.

· Work within Salesforce to manage, support, and track information, interactions, and actions with volunteers, by entering information timely and accurately.

· Manage cases, tasks, and data cleanup as needed, in Salesforce.

· Respond to inquiries via phone, email, walk-in visitors and written communications in an appropriate, prompt, and efficient manner, cultivating a positive customer experience.

· Continually update Salesforce dashboard for review of progress to goals.

· Support service area teams and troops in all product sales activities.

· Support service area teams and troops in all program questions.

· Performs other duties as required.

EMPLOYMENT REQUIREMENTS

· Believe in the mission of Girl Scouting.

· Be at least 21 years of age.

· Ability to pass a criminal and background check.

· Good character, integrity, adaptability, patience, sense of humor, and enthusiasm.

· Team player with excellent customer service skills.

· Computer experience with proficiency in Microsoft Office Products.

· Ensure diversity and pluralism is embraced and incorporated into the work of the council.

· Be familiar with safety rules and regulations and take reasonable steps to ensure their own health and safety, and that of others.

· Interpret and support GSUSA and council policies and standard procedures.

· Uphold the code of conduct as outlined in the Girl Scouts of Central Illinois Employee Handbook.

· Represent the organization professionally and uphold the Girl Scout Promise and Law.

POSITION REQUIREMENTS

· Associate degree or a High School degree/GED with a minimum of 1 year customer service, call center, sales, or recruiting experience.

· Able to sit upright and view computer screen for several hours at a time.

· Excellent technical computer skills in Microsoft Office including Word, Excel, Outlook, and other data tracking systems.

· Belief in and supports the mission of the Girl Scouts.

· Ability to work a flexible schedule including evenings/weekends; occasional overnights is required. Ability to travel as job requires.

· Must have personal vehicle for regular travel throughout the council. Valid Driver’s license and insurance required.

PHYSICAL REQUIREMENTS

· Prolonged periods of sitting at a desk and working on a computer.

· Must be able to lift 15 pounds at times.

· Walking, standing, bending, stooping, reaching, and moderate lifting.

· Occasional exposure to seasonal weather conditions.

Salary : $20 - $23