Member Care Specialist – Temp

Description

Girl Scouts of Greater Atlanta is seeking a customer‑centric enthusiast who thrives in a team‑based, call‑center work environment focused on providing the highest level of customer service to all members/customers. The Member Care Specialist will exceed expectations by creating a culture of Customer Service Excellence with each customer interaction (internal/external) as an opportunity to provide courteous, timely and quality service, and by exhibiting professional behavior becoming of the Girl Scout brand, Promise and Law.

He/She is responsible for providing direct service to members/customers by telephone and/or by email to fulfill requests. Member Care Specialists will be the frontline of all our communication opportunities with current and potential members and will provide a robust member experience for Girl Scouts of Greater Atlanta programs and services. This is a Temporary position. You must be able to work M-F 9am-5pm.

• Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made to meet membership goal. Prepares a variety of status reports, including activity, follow-up, and adherence to goals.
• Sell the Girl Scout experience via phone and email correspondence to increase membership and participation in Girl Scouts programs and activities.
• Follow up on leads and referrals resulting from external recruitment activity in a timely fashion.
• Track and maintain lead prospects on the organization’s Salesforce CRM database.
• Develop and convert girl and adult membership leads.
• Support external recruitment efforts and can complete membership process for prospect.
• Work interdepartmentally to support external recruitment efforts and ensure effective resolution of girl and adult registration stoppage.
• Support membership/volunteer renewal workflow to retain members and volunteers.
• Maintain knowledge and understanding of registration and volunteer management processes.
• Other duties as assigned.

• Associate’s or undergraduate degree or one‑year equivalent professional experience in related field (call center, sales, or membership recruitment).
• Experience with customer relationship management and registration systems.
• High attention to detail; completes tasks thoroughly with an eye for detail and attention to accuracy.
• Ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to set priorities, multi‑task and meet deadlines in a fast‑paced environment.
• Demonstrated ability to work with general supervision; must be self‑motivated to complete tasks and ask for support when needed.
• Accepts and promotes the values of the Girl Scout Promise and Law.

• 1-3 years of direct sales experience.
• Bilingual (English/Spanish).
• Experience using Salesforce CRM database.
• Proficient in Microsoft Office package:
  Word, Excel, One Note, Outlook, Teams.
• Ability to learn new databases and online tools quickly.
• Critical and strategic thinker.
• Ability to exercise discretion, initiative, and appropriate judgment in making sound decisions and in developing solutions to problems.
• Strong organizational and time management skills.
• Knowledge of Girl Scout organization including mission and programs.

• Willingness or ability to work flexible hours, including some evenings and weekends.
• Ability to work independently with some supervision.
• Frequent work under stress and under pressure of deadlines with overlapping projects.

• Capable of viewing a computer monitor for long periods.
• Frequent sitting, bending, and twisting upper body.
• Capable of lifting up to 30 lbs.

* Must successfully complete a criminal, national sex offender search, and motor vehicle background check. *

Girl Scouts