What are the responsibilities and job description for the Customer Service Representative position at GIRL SCOUTS?

Girl Scouts of Central California South (GSCCS), offers amazing opportunities for talented, forward-thinking, innovative individuals who share our vision of helping girls and young women change the world for the better. Girl Scouts has been equipping girls to achieve their full potential more than 100 years- and today, Girl Scouts stands as the preeminent leadership development organization for girls, with over 1 million members across the nation. At GSCCS, we serve more than 8,000 members, which includes 6,500 girls in Kindergarten through 12th grade & over 2,000 adult volunteers spanning across five (5) central valley counties : Kern, Tulare, Kings, Fresno & Madera. We have Council offices in both Fresno and Bakersfield, California.

We believe all girls should have the opportunity to reach their full potential and all girls have the power to change the world. Here's your opportunity to enhance your career while making a difference in girls' lives and in the world! You will be joining a supportive and flexible work environment with team members who work together to champion girl ambition.

OUR MISSION : We are on a mission to build girls of courage, confidence, and character who make the world a better place.The right candidate won't just be promoting a program. Their work will impact and change future generations! Girl Scouts of Central California South (GSCCS) is looking for a dynamic Full-Time Customer Service Representative to join our team in Bakersfield, CA!

POSITION SUMMARY :

Under general supervision and with a high degree of independence, the Customer Care Representative, will be responsible for meeting customer service goals and expectations, following and developing processes and problem-solving to resolve member and team issues. As the first point of contact and support for inquiries via phone, in-person and email, he / she will strive to provide resolution and serve as a mentor for the Member Services team and in determining the best course of action to meeting the needs of member to provide the highest level of customer service to all members and customers and serving as a hub for member and staff communication.

The Customer Service Representative role is a tremendous opportunity for someone passionate about our mission, which is to build girls of courage, confidence, and character who make the world a better place!

ESSENTIAL DUTIES & RESPONSIBILITIES :

Provide high quality customer service in a customer friendly, efficient manner yielding overall customer satisfaction and a professional image of the organization;
Utilize Salesforce CRM software to support functions of a multi-channel member contact center to include answering incoming calls, e-mails, cases, and mail, responding appropriately and providing solutions
Utilize CRM software to manage member, Troop and Service Unit Contact information and record details of member communications and interactions;
Maintain database of Knowledge Articles designed to address member inquiries; research answers and solutions as needed;
Work cross functionally with all departments to serve as a communication hub for members and staff
Prepare, maintain, utilize reports in Salesforce and Looker to manage member data and customer service
Manage and maintain council events calendar through gsEvents platform
Listen and respond to members' needs and concerns;
Provide customer service for online registration and renewal help desk;
Work with walk-in volunteers and assist as needed;
Provide information about Girl Scouts membership, programs and services;
Handle complaints, requests and needs of membership;
Provide conflict resolution / mediation as required; escalating to a manager or specialist if needed
Work with Excel spreadsheets including reporting, graphs, and tracking
Attend and represent GSCCS at volunteer meetings as required;
Assist at large Council-wide events as needed;
Process special assistance requests;
Other duties as assigned

Requirements

SKILLS AND QUALIFICATIONS :

Strong leadership skills with the ability to motivate, lead, and train staff members and volunteers.

Experience with Learning Management Systems (LMS) preferred.

Must be a self-driven, self-starter individual with an entrepreneurial spirit.

Excellent interpersonal and oral communication skills while achieving results in partnership with others with the desire and ability to work effectively in both an individual and team atmosphere.

Exceptional oral communication skills with the ability to speak clearly to people in one-on-one and group settings.

Exceptional written communication skills with the ability to edit work for spelling and grammar, present numerical data effectively, and able to read and interpret written information.

Sound decision-making ability and creative problem-solving ability.

Detail oriented with strong organizational skills, ability to multi-task, ability to work independently, prioritize projects accordingly with time sensitive deadlines, meet deadlines, maintain confidentiality and manage multiple projects.

Computer proficient in Microsoft office, databases, email, internet applications, social media, and internet research.

Occasional travel throughout the Central Valley is required. Must have reliable vehicle for transportation, current driver's license, and automobile insurance.

Belief in the mission and values of Girl Scouting; willing to subscribe to the principles expressed in the Girl Scouts Promise and Law.

CERTIFICATES, LICENSES, REGISTRATIONS :

Valid California state driver's license.

ADDITIONAL JOB REQUIREMENTS :

Clearance of background check.

Become a registered member of GSUSA and GSCCS.

Access to reliable transportation.

REQUIRED COMPETENCIES :

Achievement Focus : Demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, sets and achieves challenging goals, takes calculated risks to accomplish goals.

Communications : Exhibits good listening and comprehension, expresses ideas and thoughts in written form, expresses ideas and thoughts verbally, keeps others adequately informed, selects and uses appropriate communication methods.

Customer Service : Displays courtesy and sensitivity, manages difficult or emotional situations, meets commitments, responds promptly to customer needs, and solicits customer feedback to improve service.

Problem Solving : Develops alternative solutions, gathers and analyzes information skillfully, identifies problems in a timely manner, resolves problems in early stages, works well in group problem solving situations.

Persuasion : Ability to connect and build trust, ask insightful questions to understand needs, and position values using tailored, compelling, language that engages and inspires. Strong oral and written communication skills. Bilingual English / Spanish preferred.

Human Relations / Interpersonal : Ability to connect with potential volunteers and members; sensitivity in working with people of diverse backgrounds. Sensitivity to the need of every individual to be treated with respect and fairness.

Communication Skills : Strong written and verbal skills that represent professional, concise, and compelling language.

Organization : Consistently seeks to improve the effectiveness and efficiency of all operations by demonstrating positive and creative approaches to our delivery of service. Demonstrates sound time-management skills by effectively and efficiently organizing, prioritizing, and completing multiple assignments in a timely manner.

Attention to Detail / Excellence : Ensures that materials prepared and produced for internal and external publications reflect the highest standards of excellence.

Reasoning / Problem-solving : Demonstrated reasoning ability. Understands and internalizes the importance of seeking resolution to problems and concerns by bringing them to the direct attention of her / his supervisor in a timely manner. Maintains strict confidentiality when handling sensitive information. Demonstrates sound judgment and responsible decision-making by ensuring that the mission and goals drive all decisions.

Teamwork : Proven capability to work in a collaborative, customer-focused environment. Actively supports and promotes the organization's commitment to diversity and pluralism throughout the organization. Actively supports and promotes all efforts to increase cooperation, communication, and collaboration between and among staff members, volunteers, and members. Demonstrates and promotes a climate of courtesy and professionalism to coworkers, volunteers, members, and others with whom her / his job puts her / him in contact.

Commitment and Pride : Ability to demonstrate and articulate a genuine passion for the mission and vision, embrace and model the culture, and model behavior consistent with the mission and purpose of the organization.

Servant-Leader : Leads with humility, empathy and awareness; actively contributes to employees' ability to reach their goals and thrive at GSCCS.

Tech Savvy : Savvy in Word, Outlook, Excel; past experience or potential to learn Salesforce.com platform and maximize functionality for tracking and measurement.

SELECTIVE ABILITIES & PHYSICAL DEMANDS :

The incumbent must be able to perform the following qualifications in order to be offered and / or maintain employment in this position :

Physical ability to frequently stop, kneel, bend, crouch, and reach overhead.

Use of light force to lift, carry, push, pull or move objects up to 20 pounds, frequent weekends and evenings / nights.

This position requires the ability to remain stationary and to use computer monitor, keyboard and mouse for extended periods of time.

Willingness and ability to work flexible schedule

Frequent weekends and evenings

Must be able to speak and communicate clearly, such as in public speaking engagements.

Other demands, as determined by council.

WORK ENVIRONMENT :

The employee will work in an office environment and in close quarters with other staff and clients. The noise level in the work environment varies from moderate to loud; hectic situations can occur characteristic to working with infants, toddlers and parents in need. Exposure to odors such and scents are common. Occasional exposure to adverse environmental conditions may occur.

OTHER INFORMATION :

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

As an employee, you are a representative of Girl Scouts of Central California South and people form their impressions of the council in part, based on their interaction with you. Every personal contact is a current or potential donor to the council, thus the impression we make through community and professional contacts, and involvement in collaborations with agencies, groups or organizations is important. Fundraising and Membership Recruitment is a role assumed by all staff positions.

The qualifications, physical demands, and work environment described herein are representative of those an employee will encounter and must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed in this document are the minimum levels of knowledge, skills and abilities.

This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned to meet the ongoing needs of the organization.

Salary Description

19.00 per hour

Salary : $19

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