Customer Care Specialist
Summary
Title:Customer Care Specialist
ID:5862
Job Status :N/A
Company :Girl Scouts of Eastern Washington & Northern Idaho (GSEWNI)
Description

POSITION SUMMARY:

The Customer Care Specialist provides customer service fielding calls, email, and supporting visitors representing 29 counties in Washington and Idaho. This position is central to the operations of the council and requires a person who can be cheerful and professional at all time.

Mon. - Fri. - 9:00am to 4:00pm with a one-hour lunch break - $13.00 per hour

PRIMARY RESPONSIBILITIES OF POSITION:

1. 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, phone and walkin customers.
  • Works as a member of the Customer Care team to manage 80% of customer inquiries.
  • Maintains a customer-centric environment in public areas of council facilities.

2. Provides high quality customer service

  • Ensures and provides quality service to both internal and external customers.
  • Answers inquiries by clarifying desired information, researching, locating and delivering findings.
  • Maintains contact center database by entering information accurately and quickly.
  • Enhances organization reputation by providing a positive customer experience for all those contacted, either in person or by phone.

3. Customer Service

  • Customer Responsiveness - seeks and acknowledges the views and ideas from customers (for example, internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement. Displays comfort in presenting the value behind solutions in a way that resonates with what is most important to customers of the organization.
  • Greets office visitors and reaches out to appropriate staff as needed.

4. Office Support

  • Opens and distributes incoming mail with another employee.
  • Runs daily postage for all mail on automated postage machine.
  • Assists with scheduling, check-in and key distributions for Girl Scout Hostel.
  • Oversees and administers month end postage and other reconciliations.
  • Oversees flags, signs, and troop equipment check-out.
  • Serves as support to council store and other departments as assigned.
  • Performs other duties as assigned.

Qualifications/Requirements:

EDUCATION/EXPERIENCE:

  • High school diploma or equivalent with experience in an office environment with superior customer service, organizational, and communication skills.
  • Bi-lingual English/Spanish preferred
  • Valid Driver’s License and insurability preferred.
  • Reliable transportation required.
  • Ability to pass background check.
  • Must be experienced with office equipment, multi-line phone system, and cashiering.
  • Must be experienced in the use of computers including Microsoft Office: Word, Excel, and Outlook. CRM experience, especially Salesforce, desirable. Must be able to learn, understand, and apply new technologies with ability to understand the basic data quality principles and practice. Must be able to compile information and develop related reports, using council software.
  • Willingness to subscribe to the principles of the Girl Scout movement, including acceptance of the Girl Scout philosophy and willingness to maintain membership in the Girl Scouts USA.
  • Must be able to work independently with little supervision.
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