What are the responsibilities and job description for the Registration Specialist position at Girl Scouts of North East Ohio?
Description
This is a hybrid part-time position working between 25-28 hours per week.
The Registration Specialist is responsible for the technical tasks required to process and transmit accurate program registration and site reservation information. The Specialist provides the link between adult volunteers and council departments for utilization of the reservation/registration system. Under the direction of the Operations and Registration Manager, maintains registration and reservation documents, documents customer communication in Salesforce, keeps accurate files and prepares usage reports. She/he responds to all inquiries in a high quality, customer friendly and efficient manner that will yield overall customer satisfaction and ensure a professional image of the organization.
Responsibilities:
- Registration and Reservation Management
- Possess thorough knowledge of Girl Scouts of North East Ohio (GSNEO) programs, trainings, properties, and membership processes.
- Processes program and training registration and camp and facility reservation information to the council’s reservation/registration system. Processes registration/reservation confirmations and ensure they are completed and distributed in a timely manner. Maintains standards and customer communication and logging consistent with business processes.
- Reviews camp reservation rosters, assuring membership and background check (as applicable) are current for attendees participating in camp reservations and facility rental.
- Works closely with the Girl Experience team to process reservations, complete technical tasks, and communicate with customers for space and field trip programming for the Girl Scout DreamLab and GSNEO STEM Center of Excellence.
- Performs technical tasks related to reservation and registration processing, including but not limited to email templating, customer communications, system price and information updates, and assuring customer fees are paid prior to event.
- Prepares and provides reports on registration and usage as required to support GSNEO business Processes.
- Performs technical tasks and customer communication related to Scoutships and Pathway Passes for council’s members.
- Manages ceremony supply rental process for one or more service centers.
- Provides ongoing training, guidance and support with all facets of the reservation/registration system for volunteers and staff while communicating all system changes.
- Works collaboratively with all GSNEO departments and adult volunteers to ensure that the reservation/registration system meets customer needs.
- Collaborates with Girl Experience, Properties, and Marketing team counterparts to ensure accuracy of property, camp, and event information in publications, the gsneo.org website, web-based event calendar, and reservation/registration system information.
- Assists in maintaining business processes related to registration and reservations.
2. Customer Service
- Promotes the council Customer Service philosophy and strives to ensure that all GSNEO customers receive superior service.
- Proficiently use the online membership registration system to assist customers with the membership registration, troop management and renewal, including financial assistance, MyGS and VTK.
- Supports functions of a multi-channel contact center. Answers incoming calls/requests; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email, live chat, phone and walk-in customers.
- Maintains a customer-centric environment in public areas of council facilities.
- Assist with maintaining the contents of the GSNEO knowledge library
- Maintains confidentiality of information on GSNEO girl and adult members.
3. Ensures that diversity and pluralism is embraced and incorporated into the work of the council.
4. Has knowledge of GSUSA handbooks, guidelines, and council policies, as well as Girl Scout Mission and Council Plan of Work.
5. Performs other functions as assigned to promote the successful implementation of GSNEO’s goals/objectives.
Requirements
- High school diploma or general education degree (GED) and/or a combination of related work experience.
- Demonstrated ability to successfully handle conflict resolution at all levels with a variety of people, including external customers.
- Ability to work with all levels of internal and external customers.
- Ability to pay close attention to detail and maintain confidentiality.
- Well disciplined, able to work under pressure and meet deadlines with minimal direct supervision
- Prior data entry experience
- Problem Solving/project management skills
- Organizational Skills
- Ability to pay close attention to detail and maintain confidentiality
- Computer literacy and technical knowledge of computer software programs such as Microsoft Office, Word, Excel and PowerPoint. May need to know or be able to learn other software specific to GSUSA/GSNEO, like Salesforce, DoubleKnot, and OpSuite.
- Ability to communicate the written and spoken word with tact, diplomacy, and/or authority when necessary
- Ability to work well as a part of a team
- Excellent customer service skills
- Commitment to inclusiveness
- Knowledge of the Girl Scout program preferred
- Ability to meet travel requirements, including night, weekend and overnight travel
- Valid driver’s license; and access to insured vehicle in working condition
