The Customer Service Representative (CSR) is responsible for delivering exceptional customer service to Girl Scouts members, volunteers, and the public. This includes handling inquiries, providing information, resolving issues, and ensuring a positive experience with Girl Scout program and services.
Work schedule and office expectations:

• This position is a full-time position: Mondays-Fridays, first Saturday of the month, and some evening hours.
• Ability to work a flexible schedule, including prescheduled nights and weekends.
• Able to attend pre-scheduled mobile event, activities, or meetings within our council.

Retail Operations:

• Perform daily, weekly and monthly store duties; will vary depending on customer volume and needs. Duties include, but are not limited to:
  • Merchandising: maintain a clean, organized, safe, engaging retail sales floor, utilize monthly merchandising tools to refresh displays and signage.
  • Item tags: ensure merchandise is priced accurately and new markdowns are completed in a timely manner
  • Operating point of sale system to process sales transactions, exchanges, returns and refunds accordingly.
  • Assists with inventory, including receiving and stocking merchandise.
  • Responsible for store opening and closing of cash register.
• Reception duties
  • Maintain an attractive storefront and reception area.
  • Greet guests as they enter and help them with their needs.
  • Receive deliveries and inform staff as needed.

Customer Service:

• Respond to customer inquiries in-person, via phone or email.
• Be knowledgeable about upcoming events, programs and volunteer processes
• Continually expand Girl Scout knowledgebase
• Represent the Girl Scout mission and values as the face of the office
• In coordination with the Retail Manager, ensure all non-store related inquires get to the appropriate staff for prompt member support.
• Address and resolve customer complaints or concerns in a timely and professional manner.
• Communicate effectively with membership, volunteers, and staff.
• Other duties as assigned to meet organizational goals.

Skills required to be successful in this role, include, but are not limited to:

• Product Knowledge: Deep understanding of the products being sold gives you the ability to engage customers, answers their questions which will ultimately drive sales success.
• Customer Responsiveness: Responsive to and respectful of diverse viewpoints. Identifies, prioritizes, and balances customer issues; takes time to answer questions and explain policies; timely follow-up on customer commitments.
• Active listening: Skillfully uses active listening techniques to create dialogue and build relationships with potential new members, volunteers, staff, and communities.
• Technology: Proficient in cloud-based applications such as Microsoft Office (including Word, Excel, Outlook and PowerPoint, or Google Suite (Google Docs, Sheets, Slides, etc.). Internet connection available. Experience using Canva or other creative suite type software. Understanding of CRM software such as: Salesforce.
• Mission-Driven: Ability to demonstrate and articulate a genuine passion for the mission and vision, embrace and model the culture, and model behavior consistent with the mission and purpose of the organization.

Essential Qualifications:

• High School Diploma or GED and/or related experience and/or training, or equivalent combination of education and experience.
• A minimum of one year's retail experience.
• Valid California Driver's license, access to reliable transportation, proof of insurance.
• Able to pass Girl Scouts of Northern California's background screening process (including fingerprinting, criminal education, social security, and Department of Motor Vehicle verification).

Desired Qualifications:

• Knowledge of Girl Scout mission and programs.
• Bilingual in Spanish, or other language, and English: A language stipend is available and is tiered according to verbal and/or written proficiency.

Physical Requirements:

• Ability to lift and/or move up to 25 lbs (boxes, materials, equipment).
• Possess physical endurance including prolonged standing, bending, stooping and stretching.

Girl Scouts of Northern California (GSNorCal) is an Equal Opportunity Employer (EOE). Our mission is to build girls and employees of courage, confidence, and character while working to make the world a better place for all people. This work includes our commitment to become an antiracist organization through learning and practice. Together with our youth, we strive to provide diverse, equitable and inclusive spaces where girls, volunteers, and staff feel they belong. Working at GSNorCal is a commitment to anti-racism and anti-oppression in alignment with our Culture Code and Volunteer Policy for Building Equitable Community.
Applicants are encouraged to apply without regard to age, race, color, creed, ethnicity, religion, age, disability, sexual orientation, gender identity or expression, national origin, ancestry, veteran status, citizenship, pregnancy, childbirth or other related medical condition, marital status, political persuasion or any other classification protected by federal, state or local laws or ordinances.