Member Services Manager

Description

The Member Services Manager oversees the Member Services team and workflow, ensuring exceptional service to Girl Scout members, stakeholders, and guests, including timely response to all inquiries and renewal of volunteer background clearances. This individual also manages the troop banking process for volunteers and Girl Scout reward “money” (GO! Dough) system.

Key Responsibilities

• Manage and coach all Member Services Specialists.
• Coordinate front desk staffing schedule.
• Create, review, and update Member Services departmental policies and procedures.
• Ensure that Member Services staff complete all job duties efficiently and effectively, following established policy/procedure and delivering exceptional customer service.
• Handle escalated customer service issues effectively.
• Utilize and manage the CRM systems to provide outstanding customer service to members, ensuring data accuracy and integrity. This includes member accounts, cases, payments, promotional code maintenance, reporting, and knowledge articles.
• Oversee financial assistance for renewing members.
• Manage the troop and service unit bank account processes, ensuring compliance and high-quality customer service for volunteer bank signers.
• Manage an efficient and customer friendly GO! Dough reward system: this includes processing, reconciling, coding, and recording transactions through streamlined processes and procedures.
• Oversee the renewal of background checks and clearances for current volunteers.
• Demonstrate commitment to the Girl Scout mission by representing GSHPA in a professional manner.
• Perform other duties as assigned in support of council-wide initiatives and/or cross-functional teams to further the mission of GSHPA.

Requirements

• Bachelor's degree required.
• Five years’ previous office experience in an administrative position preferred.
• Familiarity with Pennsylvania State Clearance laws preferred.
• Two years of Supervisory experience preferred.
• Proficient in MS Office, Adobe Acrobat, and virtual meeting platforms. CRM experience preferred.
• Proficient written and verbal communication skills.
• High level of attention to detail required; must be able to work in Excel spreadsheets.
• Proficient time management and organizational skills.
• Effectively identify, analyze, and solve problems.
• Strong customer service skills, including the ability to utilize active listening skills to identify customer needs.
• Ability to maintain confidentiality.
• Possess and maintain a valid driver's license; access to reliable transportation required.
• Pass and maintain required background clearances.
• Travel throughout the council’s 30-county footprint, as needed.
• Efficiently operate standard office equipment.
• Lift/carry 30 pounds.
• Sitting or standing for a moderate period of time is required.