What are the responsibilities and job description for the Customer Care Specialist position at Girl Scouts Of Central Texas?
Girl Scouts of Central Texas
Job Description
Job Title: Customer Care Specialist
FLSA Status: Non-Exempt / FT
Department: Customer Care
Reports To: Customer Care Director
Location: Austin
Job Purpose: The Customer Specialist serves as the first point of contact for inquiries via phone, email, support cases, or in-person. This position is responsible for providing the highest level of customer service to all members/customers, both external and internal.
Essential Functions
- Responds appropriately and professionally to all customer inquiries, including but not limited to email, phone, text, and face-to-face interactions. Enhances the Council reputation by providing a positive customer experience for both internal and external customers.
- Collaborates effectively with other departments and teams to resolve customer issues, share information, and ensure a seamless customer experience across all touchpoints.
- Becomes a subject matter expert for Volunteer Systems and remains current on system updates, new features, and changes. Assists in training staff on these tools.
- Creates, maintains, and updates knowledge base solutions for the council case management system, regularly reviewing and improving content based on customer feedback and recurring issues.
- Inputs data from source documents into council databases. Receives, receipts, and processes forms and reports.
- Helps provide data integrity for membership databases, including running reports and completing any needed corrective actions.
- Processes financial partnership and membership financial aid requests, as well as some online forms. Assist customers with performing criminal background checks.
- Uses customer care tools to log and track customer support requests.
- Maintains a customer-centric environment in public areas of council facilities.
- Manages, organizes, and maintains files, logs, operating procedures, and records that relate directly to this position.
- Displays a professional demeanor and integrity at all times.
- Maintains strict confidentiality and professionalism when handling sensitive information, including personal and financial data.
- Adheres to the policies of the Girl Scouts of Central Texas and promotes Girl Scouting in a positive manner to the public as well as to all internal and external customers.
- Performs other duties or assists other projects as assigned.
Required Qualifications
- Minimum of one-two years of work experience requiring interaction with customers.
- Able to learn, understand, and apply new technologies with a short learning curve.
- Proven record of customer responsiveness and active listening skills.
- Attention to detail and expert organizational proficiency.
- Strong communication skills, both verbal and written.
- High-level proficiency in Microsoft Excel, Word, and Outlook or similar productivity software.
- Flexible and adaptable in a dynamic work environment, willing to adjust to evolving customer and business needs.
- Ability to work independently and meet deadlines with limited supervision.
- Ability to multitask, prioritize effectively, and manage time efficiently in a fast-paced environment.
- Ability to make a commitment to the philosophy of Girl Scouting, both nationally and locally.
- Ability to effectively interact, work, and collaborate with people of various cultural backgrounds and promote an environment of inclusivity.
- Yearly membership in GSUSA is required.
- Satisfactory results from a criminal background check are required.
Preferred Qualifications
- Bilingual in English/Spanish.
- General knowledge and experience working with CRM tools (e.g., Salesforce).
- Associate or bachelor’s degree.
Education
- High school diploma or equivalent of one to two years customer service work experience.
Physical Requirements
- This is largely a sedentary role but involves walking or standing for brief periods of time and for special events.
- Capable of lifting up to 30 lbs.
- Capable of viewing computer monitors for long periods.
- Frequent use of computers and other office productivity machinery, such as copy machines and printers.
- Periodic filing will require the ability to reach, push, pull, bend, stoop or stand, as necessary. Will occasionally lift office products and supplies weighing up to thirty pounds.
- Normal visual acuity and field of vision, hearing and speaking abilities, finger dexterity and repetitive hand motions for manual manipulation of a keyboard or mouse.
- Ability to read, write, and communicate verbally and in written form to express and exchange ideas and can understand, remember, and communicate routine information.
- Ability to compose material such as operating procedures, organization-wide communications, detailed reports, and slides to aid in presentations.
- Ability to maintain emotional control under stress.
- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the key responsibilities of this position.
Environmental Demands
- Continuous indoor activity and exposure to florescent light.
- Some outdoor activities and exposure to weather.
- Ability to work in the office 3-4 days a week and travel to other locations within the council jurisdiction 1-2 times a year.
- Work some nights and weekends, as needed.
- Frequent work under stress and under pressure of deadlines.
Important Note: The information contained in this job description is intended to outline the general nature and scope of work being performed by an employee assigned to this position. It is not intended to be construed as a contract, or as an exhaustive list of all responsibilities, duties and capabilities required of a person employed in this capacity. Job descriptions are subject to change at the discretion of the Girl Scouts of Central Texas.
Girl Scouts of Central Texas is an Equal Opportunity Employer.
This employer participates in the Electronic Employment Verifications Program. Please click the E-Verify link before for more information.
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