Customer Care Specialist- Seasonal, Part Time

Customer Care Specialist – Seasonal, Part Time, $15.45 Per Hour

Join to apply for the Customer Care Specialist – Seasonal, Part Time, $15.45 Per Hour role at Girl Scouts of Central Indiana.

Girl Scouts of Central Indiana embraces an inclusive culture. We value diversity, equity, and inclusion across all identities. We are committed to continual learning and to a culture of safety and wellbeing in which individuality is celebrated and everyone is valued and respected. Everyone is welcome to bring their authentic selves into our space.

Girl Scouts of Central Indiana serves 45 Indiana counties, nearly more than 16,000 Girl Scouts and 10,000 adult volunteers. We are the proud facilitators of Girl Scout camp at five Indiana locations, conveners of thousands of Girl Scout programs with nearly 600 community partners and serve thousands more community members each year at our STEM Center of Excellence and Founders Lodge Event and Conference Center.

The Customer Care Specialist is a seasonal part-time position responsible for ensuring the delivery of high-quality experience for all first point of contact customer inquiries. This position performs a wide variety of data quality and business process tasks in Council databases.

The Customer Care Specialist works collaboratively with other members of the staff team toward achieving the council’s strategic vision, short- and long-term plans, and project work.

• Provide a positive customer experience for all stakeholders, either in person, by phone, email, web, or via chat.
• Support functions of a multi-channel contact center through case management module in Salesforce membership database.
• Answer incoming calls/requests; engage in problem-solving and providing solutions; manage and effectively respond appropriately to all inquiries including but not limited to email, phone, chat and walk-in customers and follow a script when needed.
• Monitor and manage case que in Salesforce and document all interaction with customers.
• Maintain a customer-centric environment in public areas of council facilities.
• Maintain customer database by entering information accurately and quickly, striving to resolve (“close”) customer cases in a timely manner.
• Monitor and Manage Knowledge Article database within Salesforce to ensure articles are consistently updated with accurate information for customers.
• Maintain data integrity of Girl Scout membership database.
• Contact customers, resolve customer issues, and provide service support to all departments of the council.
• Ensure all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities.
• Active participation in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
• Provide critical feedback to supervisors regarding customer /membership trends and processes.
• Performs other duties as necessary or assigned.

• Understands that council priorities are growing membership and cultivating new donors.
• Develops an annual goal that supports the membership growth priority.
• Implements an action plan that supports the membership growth priority.

• Organizational Knowledge – Understands Girl Scout purpose and organizational structure, including functions, operations and interrelationships; keeps up-to-date on key GSUSA and council-specific policies, priorities, processes and practices (i.e., Safety-Wise); understands how his/her job relates to and supports GSUSA goals, including increasing and developing membership and volunteer support; is aware of the organizational culture and knows how work is accomplished; knows the roles and responsibilities of staff and volunteers;
  
  is familiar with membership policies, standards and resources.
• Oral and Written Communication – Expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying;…