What are the responsibilities and job description for the Member Services Manager position at Girl Scouts Heart of Pennsylvania?
The Member Services Manager oversees the Member Services team and workflow, ensuring exceptional service to Girl Scout members, stakeholders, and guests, including timely response to all inquiries and renewal of volunteer background clearances. This individual also manages the troop banking process for volunteers and Girl Scout reward "money" (GO! Dough) system.
Key Responsibilities
- Manage and coach all Member Services Specialists.
- Coordinate front desk staffing schedule.
- Create, review, and update Member Services departmental policies and procedures.
- Ensure that Member Services staff complete all job duties efficiently and effectively, following established policy / procedure and delivering exceptional customer service.
- Handle escalated customer service issues effectively.
- Utilize and manage the CRM systems to provide outstanding customer service to members, ensuring data accuracy and integrity. This includes member accounts, cases, payments, promotional code maintenance, reporting, and knowledge articles.
- Oversee financial assistance for renewing members.
- Manage the troop and service unit bank account processes, ensuring compliance and high-quality customer service for volunteer bank signers.
- Manage an efficient and customer friendly GO! Dough reward system : this includes processing, reconciling, coding, and recording transactions through streamlined processes and procedures.
- Oversee the renewal of background checks and clearances for current volunteers.
- Demonstrate commitment to the Girl Scout mission by representing GSHPA in a professional manner.
- Perform other duties as assigned in support of council-wide initiatives and / or cross-functional teams to further the mission of GSHPA.
Requirements
