Customer Service Representative

Description

Girl Scouts of Central California South (GSCCS), offers amazing opportunities for talented, forward-thinking, innovative individuals who share our vision of helping girls and young women change the world for the better. Girl Scouts has been equipping girls to achieve their full potential more than 100 years- and today, Girl Scouts stands as the preeminent leadership development organization for girls, with over 1 million members across the nation. At GSCCS, we serve more than 8,000 members, which includes 6,500 girls in Kindergarten through 12th grade & over 2,000 adult volunteers spanning across five (5) central valley counties: Kern, Tulare, Kings, Fresno & Madera. We have Council offices in both Fresno and Bakersfield, California.

We believe all girls should have the opportunity to reach their full potential and all girls have the power to change the world. Here's your opportunity to enhance your career while making a difference in girls' lives and in the world! You will be joining a supportive and flexible work environment with team members who work together to champion girl ambition.

OUR MISSION: We are on a mission to build girls of courage, confidence, and character who make the world a better place.The right candidate won't just be promoting a program. Their work will impact and change future generations! Girl Scouts of Central California South (GSCCS) is looking for a dynamic Full-Time Customer Service Representative to join our team in Bakersfield, CA!

POSITION SUMMARY:

Under general supervision and with a high degree of independence, the Customer Care Representative, will be responsible for meeting customer service goals and expectations, following and developing processes and problem-solving to resolve member and team issues. As the first point of contact and support for inquiries via phone, in-person and email, he/she will strive to provide resolution and serve as a mentor for the Member Services team and in determining the best course of action to meeting the needs of member to provide the highest level of customer service to all members and customers and serving as a hub for member and staff communication.

The Customer Service Representative role is a tremendous opportunity for someone passionate about our mission, which is to build girls of courage, confidence, and character who make the world a better place! 

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Provide high quality customer service in a customer friendly, efficient manner yielding overall customer satisfaction and a professional image of the organization;
• Utilize Salesforce CRM software to support functions of a multi-channel member contact center to include answering incoming calls, e-mails, cases, and mail, responding appropriately and providing solutions
• Utilize CRM software to manage member, Troop and Service Unit Contact information and record details of member communications and interactions; 
• Maintain database of Knowledge Articles designed to address member inquiries; research answers and solutions as needed;
• Work cross functionally with all departments to serve as a communication hub for members and staff
• Prepare, maintain, utilize reports in Salesforce and Looker to manage member data and customer service
• Manage and maintain council events calendar through gsEvents platform
• Listen and respond to members’ needs and concerns;
• Provide customer service for online registration and renewal help desk;
• Work with walk-in volunteers and assist as needed;
• Provide information about Girl Scouts membership, programs and services;
• Handle complaints, requests and needs of membership;
• Provide conflict resolution/mediation as required; escalating to a manager or specialist if needed
• Work with Excel spreadsheets including reporting, graphs, and tracking
• Attend and represent GSCCS at volunteer meetings as required;
• Assist at large Council-wide events as needed;
• Process special assistance requests;
• Other duties as assigned

Requirements

SKILLS AND QUALIFICATIONS:

• Strong leadership skills with the ability to motivate, lead, and train staff members and volunteers.
• Experience with Learning Management Systems (LMS) preferred.
• Must be a self-driven, self-starter individual with an entrepreneurial spirit.
• Excellent interpersonal and oral communication skills while achieving results in partnership with others with the desire and ability to work effectively in both an individual and team atmosphere.
• Exceptional oral communication skills with the ability to speak clearly to people in one-on-one