Position Summary:

The Member Support Associate serves as the first point of contact for inquiries via phone, email or in person. She/he is responsible for providing the highest level of customer service to all members/customers, both external and internal.

Essential Duties:

• Supports functions of a multi-channel contact center.
  • Answers incoming calls/requests; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email, phone and walk-in customers.
  • Maintains a customer-centric environment in public areas of council facilities.
• Provides high quality customer service.
  • Ensures and provides quality service to both internal and external customers.
  • Answers inquiries by clarifying desired information, researching, locating and delivering findings.
  • Maintains contact center database by entering information accurately and quickly.
  • Responds to, resolves and escalates when appropriate customer relations issues.
  • Enhances organization reputation by providing a positive customer experience for all those contacted, either in person or by phone.
  • Ensures accurate front desk duties are performed including but not limited to receipting of cash, checks, credit card and Pay Pal payments daily into accounting software and coding to appropriate General Ledger account.
  • Assist members with information as they progress through the Girl Scout membership and/or program registration process
  • Management of day to day activity of the Volunteer Resource Room/Area: including but not limited to, checking materials out, accepting and returning deposits, and keeping the room/area in order.
  • Manage the onsite promotion of service center hours, ensuring that proper notification is shared with customers and posted early prior to office hour changes or closings.
• Supports Retail Operations
  
  • Develop sufficient understanding of the Girl Scout program, curriculum, uniform components and other products to assist retail customers with their needs.
  • Responds and assists to retail customer needs.
  • Accurately record transactions
• Supports administrative functions.
  
  • Provides back-up administrative support across all departments as needed which may include the production of written materials and reports (copying, assembling, etc.), filing, and data entry (i.e. program evaluations, data cleaning queries).
  • Assist with site and building support, including but not limited to, reserving rooms and sites within location.
  • Manage sidewalk and front area entrance, ensuring that it is properly shoveled and salted during inclement weather and provides for safe entry for customers.
• Other duties as assigned to meet the council’s goals.

Education:

• High School diploma/GED or equivalent combination of education and experience

Knowledge and Experience:

• 1-3 years of general office experience, including reception and telephone duties.
• Proficient in Microsoft Office including Outlook, Word, and Excel

Essential Skills:

• Strong customer service skills with ability to communicate in a professional manner with a wide range of people. Unequivocal commitment to pluralism.
• Ability to exercise independent judgment and discretion when handling potentially confidential or sensitive manners.
• Strong time management skills; ability to take initiative to solve problems and work with minimum supervision.
• Accurate, organized, and detail-oriented, with ability to work under pressure and shift priorities in response to changing needs.
• Math aptitude and strong financial skills.

Physical/Mental Essential Requirements:

• Walking, standing, bending, stooping, reaching, moderate lifting and carrying (up to thirty (30) pounds).
• Full range of body motion including manual and finger dexterity and eye-hand coordination.
• Requires corrected vision and hearing to normal range.
• Ability to sit at a computer work station for extended periods of time.
• Occasional need to stand for long periods of time.
• Ability to focus on detail and accuracy of work product.
• Work is performed primarily in a non-smoking office environment, though travel may expose employee to inclement weather conditions.
• Valid Driver's License and willingness to travel to various work and meeting locations to meet with volunteers and staff.
• Insurable under the Council’s policy for driving and proof of personal vehicle insurance.
• Dependable transportation is a must.
• Ability to work flexible hours, including evenings and weekends as needed.
• Occasional high stress may be experienced in dealing with staff and volunteers.
• A commitment and passion for the Girl Scout Mission and an ability to effectively promote and communicate the Mission and Vision to external and internal stakeholders.
• Willingness to become of member of GSUSA

Equal Opportunity Employer Committed to Diversity