Girl Scouts of the USA
Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.
As a mission-driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.
Girl Scouts are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life-changing Girl Scout Leadership Experience.
This is a Hybrid role within NYC Office 2 days a week.
You Will
Customer Care, part of the Council Partnership Community and reporting to the Chief Operating and Transformation Officer (COO), drives wide sustainable growth and health through implementation of strategic priorities in an aligned network. The team builds strong relationships and creates empowering ways of work between and among GSUSA and council leadership to ensure movement wide collaboration, trust and success. The team ensures GSUSA is offering excellent communications and customer service to councils and other customers.
POSITION SUMMARY
The Coordinator, CS Experience is a core member of the customer care team, supporting operational excellence. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the 800 national phone number, email to case inquiries through Salesforce and/or social media monitoring platforms. Provides answers to customers by identifying problems, researching answers, and guiding customers through corrective steps. In addition, this role supports the CS Experience Team with administrative duties and coordinator responsibilities, including technical assistance for events/meetings, team scheduling, among other responsibilities. The position reports to the Manager, CS Experience, who manages day-to-day workflow and customer care subject matter.
ESSENTIAL RESPONSIBILITIES - Primary duties of the position
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Thorough and prompt responses to service requests on social media, phone calls, e-mail inquiries and assistance requests based on a working knowledge of GSUSA policies and positions, sensitive issues messaging, content of the Girl Scout blog, Salesforce Chatter communities, communications alerts, FAQs, official documents, webinar content, and other materials. |
· Ensures that a cooperative and supportive relationship is maintained with volunteers, Girl Scout councils, GSUSA staff members, and the general public by researching inquiries for assistance and following established procedures to ensure timely, effective customer service. |
· Develops and maintains team calendar. Tracks progress and communicate upcoming deadlines. Prepares meeting agendas, and meeting briefs. Processes and tracks team invoices and expense reports in a timely manner. using initiative and judgment to navigate competing priorities and time demands; prepare appropriate communications and pertinent background. |
· Using initiative and judgment to navigate competing priorities and time demands; prepare appropriate communications and pertinent background material for meetings; and track and follow up on open issues. Ensure an appropriate level of urgency is assessed, given numerous information requests. |
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
REQUIRED COMPETENCIES |
Administrative coordination duties or may support Executive Team with confidential, administrative support. Individual Contributors who may have responsibility for projects or processes and who are still developing |
· 2+ 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.
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· Answers questions and inquiries, problem-solving, and investigates customers’ issues while maintaining a knowledgeable, professional approach to customer care.
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· Demonstrates a high level of competency to work effectively within a team to collaborate and contribute to team knowledge, skills, and processes.
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· Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public and colleagues at GSUSA.
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· Must have strong technical skills, including Microsoft Suite and Salesforce Service Cloud, and ability to learn new applications quickly.
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· Demonstrates strong problem-solving ability, including within tight timeframes and with multiple customers.
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· Excellent verbal and written communication and comprehension skills.
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· Focuses on continuous learning and development.
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· Participates in cross-functional project teams by providing basic customer information or by conducting specific tasks.
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· Maintain knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.
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REQUIRED TECHNICAL SKILLS | ||
Office 365 or similar suites | Competency in PowerPoint or similar presentation software | Competency in Microsoft Excel or similar software |
Competency in Salesforce or similar CRM software | Phone call management system, like Skype.
| Familiarity with Wrike or other related project management and collaboration tools. |
REQUIRED EDUCATION AND EXPERIENCE (i.e., degrees, certifications) | |
Degree or Equivalent Experience: Bachelor’s degree or equivalent experience | Minimum Years of Experience: 2+ years relevant experience in customer care/service in phone/email/social media |
SALARY RANGE: $65,000 - $70,000
This represents the present low and high end of the pay range for this position. Actual pay will vary based on various factors, including but not limited to experience.
What We Offer:
Girl Scouts are powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes:
Paid Time Off:
GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.
Other Benefits:
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
WORK ENVIRONMENT: This job operates in a professional office environment.
POSITION TYPE / EXPECTED HOURS OF WORK: This is a full-time position. Days and hours of work are Monday through Friday with a 35 hour per week schedule. Occasional evening and weekend work may be required as job duties demand.
AAP/EEO Statement: GSUSA is an equal employment opportunity employer.
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