Customer Care Specialist

About Girl Scouts of Northeastern New York (GSNENY): Girls are living through a transformative time. For them, Girl Scouts’ mission remains the same: we build girls of courage, confidence, and character who make the world a better place. Girl Scouts of Northeastern New York (GSNENY) serves 8,000 girl and adult members across 15 counties including: Albany, Clinton, Columbia, Essex, Franklin, Fulton, Greene, Hamilton, Montgomery, Rensselaer, Saratoga, Schenectady, Schoharie, Washington, and Warren. GSNENY operates regional service centers in Queensbury and Plattsburgh, and provides volunteer-led troops, family events, and camps throughout Northeastern New York. Everything a Girl Scout does centers around the Girl Scout Leadership Experience’s four program pillars (STEM, Outdoors, Life Skills, and Entrepreneurship) and meets them where they are to grow along with them.

Position Summary:

The Customer Care Specialist is a full-time position responsible for ensuring the delivery of a high-quality experience for all first point of contact customer inquiries. The specialist performs a wide variety of data quality and business process tasks in Council databases. The Customer Care Specialist works collaboratively with other members of the staff team toward achieving the council’s strategic vision, short- and long-term plans, and project work. The hours for this position are 9:00 am – 5:00 pm, Monday through Friday.

Essential Duties and Responsibilities:

• Provide a positive customer experience for all stakeholders, either in person, by phone, or via email.
• Support functions of a multi-channel contact center through case management module in Salesforce membership database.
• Answer incoming calls/requests; engage in problem-solving and providing solutions; manage and effectively respond appropriately to all inquiries including but not limited to email, phone, and walk-in customers and follow a script when needed.
• Maintain a customer-centric environment in public areas of council facilities, including greeting guests at the front desk.
• Maintain customer database by entering information accurately and quickly, striving to resolve (“close”) customer cases in a timely manner.
• Maintain data integrity of Girl Scout troops such as hierarchies, volunteer assignments, membership payments, volunteer screening records, council to council transfer, data clean up, merges, and refunds.
• Contact customers, resolve customer issues, and provide service support to the customer care team.
• Ensure all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities.
• Maintains a consistent record of being prepared, delivering on time, and owning every detail of assigned responsibilities.
• Active participation in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
• Assist members with online property rentals, including emailing confirmations, providing answers, scheduling the bookings and cancellations.
• Assists Director of Customer Care with Property Rentals through communications and updating rentals in property booking system.
• Processing check payments in sales station, documenting daily cash logs and handling bank deposits.
• Office management duties including but not limited to, checking and distributing daily mail, ordering office supplies and sending invoices to accounts payable.
• Supports the communities and Council with annual membership retention goals.
• Performs other duties as assigned, which may include directly working with Girl Scout members during camp or other programs, as needed.

Physical Requirements:

• Exchanging information in sometimes noisy environments
• Regularly traversing within office and occasionally on uneven terrain while out of office for various events
• Moving items such as mailed packages or supplies weighing up to 30 pounds
• Regular operation of a computer and other office productivity machinery for hours at a time

Competencies and areas of expertise may include:

• Associate degree preferred in business management, communications, education, or related field; Other educational areas may be considered. 2 years of relevant experience required.
• Strong customer experience and service skills required.
• Strong oral and written communication abilities with demonstrated ability to work with sensitive and confidential issues and communicate effectively with a diverse group of volunteers, and staff.
• Ability to manage multiple tasks (e-mail, phone, and technology) and document all customer interactions utilizing a member relationship management system in a call center environment. Call center experience is highly desirable.
• Ability to coordinate multiple projects while managing conflicting priorities and deadlines
• Recognizes when immediate action is required and gathers information to make appropriate decisions
• Familiarity with team-building techniques and processes; collaborates with others to create optimal solutions; Fosters a commitment to a team approach and promotes partnerships between work units
• Fluent in Microsoft Office including Word, Excel, Outlook, and SharePoint
• Previous work experience utilizing conflict resolution skills and customer de-escalation procedures; strong interpersonal and communication skills necessary to be able to work with individuals

at all levels and backgrounds

• Successfully demonstrated experience working with a variety of racial and ethnic groups strongly preferred; Bilingual English/Spanish preferred
• Strong organizational skills and attention to detail
• Demonstrated ability to multi-task, prioritizes deadlines, work independently, take initiative, highly organized, and maintain confidentiality in a fast-paced and challenging work environment
• Must be able to work both in an office setting and remotely
• May be asked to occasionally work outside of regular hours and interface with Girl Scouts and adults to deliver the GS Mission to members through cross-functional team projects and initiatives
• Focus on providing a great experience to Girl Scouts, Volunteers, and the public
• While all these continuing responsibilities apply to all jobs in Girl Scouts, the specific ways in which they apply, vary from job to job

Core Competencies

• Customer-centric
• Communicator
• Accountability
• Relational Intelligence
• Critical Thinker
• Digital, Virtual, and Technical Proficiency
• Leadership and Stewardship
• Learning and Innovation
• Focused on Social Justice and Inclusion (DEI)
• Business-first Mindset

Don’t meet every requirement? Studies have shown that women and BIPOC professionals are less likely to apply to jobs unless they meet every single qualification. At GSNENY, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly, we encourage you to apply. You might be just the right candidate for this or other roles.

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Albany, NY 12205 (Required)

Work Location: In person

Salary : $19 - $20