Girl Scouts of the USA

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Customer Care Specialist

Customer Care Specialist

Job ID 
# of Openings 
Job Locations 
US-NY-New York - National Office
Posted Date 

More information about this job

About Us

Our Customer Care team seeks an experienced Customer Care Specialist to ensure consistent responses to customer based inquiries. She/he will work closely with the Marketing and Communication teams as a core member in a customer-facing role in responding to questions and comments that come in through the national 800 phone number and “Contact Us” email address. 

She/he will conduct research to develop thoughtful, accurate responses and will route feedback to effectively position Girl Scouts as a leading brand that provides great customer service. The position will report to the Senior Manager, Customer Care who is also responsible for managing questions and comments that come in through phone and email channels.

You Will

  • Handle social media volume during peak times.

  • Be trained on social media platforms (such as Facebook as primary channel) to step in and answer customer inquiries during high volume times.

  • Respond to callers’ questions, e-mail inquiries, and requests, based on a working knowledge of GSUSA policies and positions.
  • Create and monitor cases in Salesforce Service Cloud case management system.
  • Provides Level 1 technical support, when needed.
  • Ensure that a cooperative and supportive relationship is maintained with volunteers, Girl Scout councils, GSUSA staff members, and the general public by researching inquiries and following established procedures.
  • Create tickets (phone to case and web to case) into Salesforce Service Cloud as part of the customer service interaction.
  • Escalate tickets to councils and to internal GSUSA staff, when necessary.
  • Shift management and/or toggles tickets between council and other GSUSA queues, such as Digital Cookie, CES Support (council IT), and Customer Engagement. Maintain knowledge of internal staff organization so tickets are escalated to the appropriate person and/or department.
  • Manage projects such as organization-wide Functional Directory, contributes to Knowledge Base (aka Solutions in Salesforce), and handles cross-functional projects as assigned.
  • Answer questions and inquiries, problem-solves, and investigates customers’ issues while maintaining a knowledgeable, professional approach to customer care.

You Need

  • 3+ years relevant experience in customer care/service in phone/email/social media with demonstrated examples of using brand voice/guidelines to represent a company or organization.
  • A basic understanding of customer service concepts and an appropriate sense of urgency when dealing with the public and colleagues at GSUSA.
  • Strong technical skills, including Microsoft Suite, and ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.
  • A strong problem-solving ability, including within tight timeframes and with multiple customers.
  • Excellent verbal and written communication skills.
  • B.S. degree or equivalent work experience. 

More about Girl Scouts of the USA:


Take the Lead Like a G.I.R.L!


When she's a Girl Scout, she’s also a G.I.R.L. (Go-getter, Innovator, Risk-taker, Leader)™.

We're 2.6 million strong—1.8 million girls and 800,000 adults who believe in the power of every G.I.R.L.


When you think Girl Scouts, you might think cookies, but there’s so much more to it!

Girl Scouts are big thinkers, groundbreakers, and role models. Every day, Girl Scouts unleash the power of G.I.R.L. to make amazing things happen.


  • We’re the preeminent leadership development organization for girls.
  • Girl Scouts offers every girl a chance to practice a lifetime of leadership, adventure, and success.
  • Girl Scouts has always emphasized the importance of being civically engaged.
  • We’re introducing Girl Scouts of every age to science, technology, engineering, and math (STEM) to help them see how they can actually improve the world!
  • Girl Scouts offers to high school girls the Girl Scout Gold Award which represents the most prestigious award in the world for girls—and the most difficult to earn—and it’s only available to Girl Scouts.  

Girl Scouts of the USA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.