Analyst, CS Experience

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.

The Experience community is focused on bringing Girl Scouting to more families and communities by creating meaningful ways to connect that are welcoming, accessible, and relevant for every girl. They work closely with councils nationwide to bring these experiences to life and make them truly impactful.

The team oversees the full development and lifecycle of national Girl Scout programs, including badges, awards, travel experiences, and virtual offerings, serving girls and volunteers. The Experience Community collaborates closely with teams across GSUSA, Girl Scout Councils, and Partners to ensure families have a seamless, high-quality experience at every touchpoint.

By building strong relationships and creating effective, empowering ways of working with council leaders, the team helps keep the broader organization aligned, connected, and moving forward together, making sure councils receive clear communication and strong customer support along the way. The goal is to fuel a vibrant, growing organization, one powered by meaningful connections and the enduring impact of the Girl Scout mission.

#li-remote

***Please note, the work schedule for this role is Tuesday - Saturday, 11am - 7pm ET.***

The Analyst, CS Experience is a core member of the customer service and support team. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the national 800 phone number, live chat and email to case inquiries through Salesforce and/or social media monitoring platforms, reinforcing Girl Scouts reputation as a leading brand who puts their customers' needs first. Provides general and technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. The Analyst works with cross-functional teams to ensure timely, accurate, consistent response to customer inquiries, as well as leading special projects as assigned. The position is expected to be highly communicative and a team player. This position will work collaboratively to improve support escalation, effective communications and provide other customer-related services, as needed. The position reports to the Director, CS Experience, who manages a team of customer support subject matter experts.

• Thorough and prompt responses to social media, phone calls, live chat, e-mail inquiries and assistance requests based on a working knowledge of GSUSA policies and positions, sensitive issues messaging, content of Knowledge, Salesforce Chatter communities, communications alerts, FAQs, official documents, webinar content, and other materials.  
• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. Creates and monitors cases in Salesforce Service Cloud case management system. Provides Level 1 technical support. Learns new technology quickly and thoroughly. Creates tickets (phone to case and web to case) into Salesforce Service Cloud as part of the customer service interaction. Maintains own tickets, problem-solves individual customer needs, and responds within the service level agreement for the department and customer type. Supports and/or leads special projects as assigned based on subject matter expertise. Analyses and reports trends and ticket volume for potential performance improvements.
• Provides answers to customers by identifying and investigating problems, researching answers, and guiding customers through corrective steps, while maintaining a knowledgeable, professional approach to customer care. Ensures that a cooperative and supportive relationship is maintained with direct team, volunteers, Girl Scout councils, GSUSA staff members, and the general public.
• Escalates tickets to councils and to internal GSUSA staff, when necessary. Shifts management and/or toggles tickets between council and other GSUSA queues, such as Digital Cookie, Technical, Information and Referral, and Merchandise.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Ability to handle challenges with a smile, loves to help people; strong interpersonal skills, demonstrates empathy and commitment.
• Strong problem-solving ability, including within tight timeframes and with multiple customers.
• Ability to multi-task support inquiries while meeting deadlines and deliverables.
• Develops understanding of the experiences, products, and services of GSUSA.  Fosters innovation by seeing opportunities, not just issues or problems.  
• Focuses on continuous learning and development. Works effectively within a team and cooperates and contributes to team knowledge, skills, and processes.  
• Participates in cross-functional project teams by providing basic customer information or by conducting specific tasks.  
• Maintains knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.  
• Manages projects such as organization-wide Functional Directory, contributes to Knowledge Base (aka Solutions in Salesforce), and handles cross-functional projects as assigned. 

• Advanced competency in software ticketing systems such as Salesforce Service Cloud
• Advanced competency in phone call management systems
• Competency in Office 365 or similar suites
• Competency in Microsoft PowerPoint or similar software
• Competency in Microsoft Excel or similar software
• Competency in NetSuite or similar ERP systems for order tracking and customer support

• Bachelor’s degree or equivalent experience
• Minimum of three (3) years’ experience in customer service environment
• Advanced knowledge of customer service and support inquiry management through phone/chat/email/social media channels.
• Demonstrated strong understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public.
• Ability to manage expectations, outstanding organizational skills, strong reading comprehension and ability to communicate results.Demonstrated excellent written and verbal communication skills
• Direct customer facing, help desk ticketing experience preferred
• Bi-lingual spanish skills a plus

SALARY RANGE: $52,800 - $75,000

This represents the present low and high end of the pay range for this position. This pay range is only applicable to NYC metro or similarly situated employees..  Actual pay will vary based on various factors, including but not limited to experience.

What We Offer: 

Girl Scouts is 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: 

• Medical and Behavioral Health Coverage 

• Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance. 
• Both plans include GSUSA partial subsidy of premium costs
• Dental and vision coverage
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts 
• Company-paid life insurance 
• Flexible work arrangements 
• 12 weeks of paid parental leave 
• 401(K) with company match 
• Short- and Long-Term Disability for salary continuation 
• Health and Wellness Classes and Activities throughout the year   

POSITION TYPE / EXPECTED HOURS OF WORK: This is a full-time, remote position. The work schedule for this role is Tuesday - Saturday, 11am - 7pm ET with a 35 hour per week schedule. Occasional evenings and weekends work may be required as job duties demand.

AAP/EEO Statement: GSUSA is an equal employment opportunity employer