Member Care Specialist

Description

Girl Scouts of Greater Atlanta is seeking a full-time, customer-centric enthusiast who thrives in a team-based, call-center work environment focused on providing the highest level of customer service to all members/customers. The Member Care Specialist will exceed expectations by creating a culture of Customer Service Excellence with each customer interaction (internal/external) as an opportunity to provide courteous, timely and quality service, and by exhibiting professional behavior becoming of the Girl Scout brand, Promise and Law. He/She is responsible for providing direct service to members/customers by telephone and/or by email to fulfill requests. Member Care Specialists will be the frontline of all our communication opportunities with current and potential members and will provide a robust member experience for Girl Scouts of Greater Atlanta programs and services.

Qualifications

DUTIES AND RESPONSIBILITIES

1) Customer Service and Administration

• Answer inquiries by clarifying desired information, researching, locating and delivering findings, anticipating responses, and thoroughly answering any follow-up questions within an established timeframe.
• Monitor and respond to assigned case types completely and accurately within the framework of policies and procedures established by the council.
• Provide tech support for multiple customer-facing online systems.
• Maintain knowledge and understanding of registration and volunteer management processes to provide backup support as assigned.
• Develop and convert girl and adult membership leads.
• Track and maintain member records on the organization’s Salesforce CRM database.
• May train other Member Care team members.
• Provide Front Desk/Reception support as assigned.
• Provide after-hours support as scheduled for help desk and customer service requests.

2) Membership/Customer Engagement

• Proficient in girl and adult-related trends, communication trends, and ability to utilize sales techniques to achieve membership goals.
• Sell the Girl Scout experience via phone and email correspondence to increase membership and participation in Girl Scouts programs and activities.
• Work interdepartmentally to support external recruitment efforts and ensure effective resolution of girl and adult registration stoppage.
• Supports the Membership Team’s efforts and completes the prospect’s membership process.
• Follow up on leads and referrals resulting from Area Executive’s activity in a timely fashion.
• Support membership/volunteer renewal workflow to retain members and volunteers.
• Establish rapport with members, volunteers, and internal team members to build trust and confidence.
• Communicate and support Area and Regional Executives by providing status reports of potential members who are delayed in registering.
• Maintain on-going communication with staff and volunteers in assigned area to assure that troop and volunteer catalogues reflect current opportunities for prospective members. 
• Process volunteer applications, background checks, financial aid, and bank letters.
• Use discretion and maintain a high level of confidentiality when handling personal information of girl and adult members.
   

3) Data Entry & Reporting

• Ensure efficient, timely, thorough, and accurate data is entered in the appropriate database.
• Verify database information and make changes where necessary.
• Run routine reports to complete tasks and effectively improve ability achieve individual and council goals.
• Participates in council and area data entry projects, and other projects as needed.
   

QUALIFICATIONS

• Associate’s or undergraduate degree or one-year equivalent professional experience in related field (call center, sales, or membership recruitment).
• Experience with customer relationship management and registration systems.
• High attention to detail; completes tasks thoroughly with an eye for detail and attention to accuracy.
• Ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to set priorities, multi-task and meet deadlines in a fast-paced environment.
• Demonstrated ability to work with general supervision; must be self-motivated to complete tasks and ask for support when needed.
• Ability to maintain confidentiality.
• Accepts and promotes the values of the Girl Scout Promise and Law.
• Other duties as assigned.
   
  PREFERRED SKILLS
• 1-3 years of direct sales experience.
• Bilingual (English/Spanish).
• Experience using Salesforce CRM database.
• Proficient in Microsoft Office package: Word, Excel, OneNote, and Outlook.
• Ability to learn new databases and online tools quickly.
• Critical and strategic thinker.
• Ability to exercise discretion, initiative, and appropriate judgment in making sound decisions and in developing solutions to problems. 
• Strong organizational and time management skills.
• Knowledge of Girl Scout organization including: mission and programs.
   
  Working Conditions
• Willingness or ability to work flexible hours, including some nights and weekends.
• Continuous work as a team member and ability to work independently with some supervision.
• Frequent work under stress and under pressure of deadlines with overlapping projects.
   
  Physical Requirements
• Capable of viewing a computer monitor for long periods.
• Frequent sitting, bending and twisting upper body.
• Capable of lifting up to 30 lbs.
  
  *Must successfully complete a criminal, national sex offender search, and motor vehicle background check. *

Salary : $16