Customer Support Specialist

Part-time 24-28 hours per week, 8:45 a.m. - 2:15 p.m. Monday-Friday, hybrid schedule with some flexibility

The Customer Care Support Specialist is primarily responsible for data processing and interpretation in support of excellent customer engagement. The Specialist provides expedient and accurate support to their teammates and to customers, consistent with Girl Scouts of North East Ohio’s (GSNEO) expectation of providing the highest level of customer service while effectively attaining organizational goals.

 

Major Accountabilities: 

1. 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. 

· Customers   include but are not limited to girls, volunteers, parents, community members, external organizations, and colleagues.

2. 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.

3. As  scheduled or assigned in assistance to the full Customer Services team, may periodically   take the following actions:

· 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.

4. 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. This support could be in person or virtually.

5. Any other duties as assigned to   promote the successful implementation of GSNEO’s goals/objectives.

· High school diploma or equavalent 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