Customer Support Specialist

• Enhances the customer-centric environment in council facilities by delivering highest-quality service to both internal and external customers
• Promotes customer satisfaction in alignment with the values and ideals of the Girl Scout Promise and Law
• Supports functions of a multi-channel contact center, directly assisting with the administration and assignment of incoming customer inquiries to enable faster response
• Maintains customer relationship management software (CRM) database by entering information accurately and quickly
• Completes administrative details and functions on customer cases and lead records
• Assigns specific customer requests directly to the applicable Subject Matter Experts
• Clarifies information as needed
• researches, locates, and delivers findings
• engages in problem-solving and provides solutions
• manages and responds appropriately to inquiries
• Follows through on commitments to customers in a timely manner
• Engaging or responding to customers in person, by phone, in writing (email, live chat), or via other means
• Coordinate the opening and closing of assigned service center
• Process incoming and outgoing mail
• Complete bank deposit per council policy
• Provide general front desk support, such as copying, equipment check out, and/or retail shop assistance
• Periodic travel to local offices and flexible scheduling to help with council initiatives is required, such as recruitment efforts, volunteer or staff training, and cookie program support
• Any other duties as assigned to promote the successful implementation of GSNEO's goals/objectives

• High school diploma or equivalent and/or a combination of related work experience
• 1-3 years of customer service and/or administrative experience
• Ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs
• Proven record of functioning as a self-starter who can work independently with minimal oversight and take initiative
• demonstrated flexibility, adaptability, self-management, and organization, and a strong attention to detail
• Ability to communicate the written and spoken word with tact, diplomacy, and/or authority when necessary (i.e. in person, verbal, written, phone, and/or via other electronic media)
• expresses ideas and facts in a clear and understandable manner appropriate for the individual or group
• listens to and comprehends what others are saying
• Demonstrated ability to anticipate issues, obstacles, or opportunities that may impact plans or actions
• manage competing priorities and deadlines
• establish courses of action for accomplishing goals while attending to and incorporating information obtained during day-to-day administrative tasks
• Excellent technical computer skills in Microsoft Office including Word, Excel, Outlook
• Demonstrated ability to learn and become proficient with other software, including but not limited to Salesforce, and flexibility to adapt to new processes
• Excellent independent decision-making skills and strong resourcefulness
• Problem solving skills
• Organizational skills
• Ability to pay close attention to detail and maintain confidentiality
• Able to work under pressure of many priorities and deadlines
• Ability to work well as a part of a team
• Commitment to inclusiveness
• Knowledge of the Girl Scout movement preferred

Knowledge of the Girl Scout movement