Member Relations Specialist

POSITION TITLE: Member Relations Specialist 

CLASSIFICATION: Non-Exempt, Full Time 

EEO JOB GROUP: Administrative

REPORTS TO: VP, Membership

GIRL SCOUT MISSION

Girl Scouting builds girls of courage, confidence, and character, who make the world a better place. 

JOB SUMMARY

The Member Relations Specialist serves as the Level II point of contact for a high-touch customer service experience available to prospective and current members focused on successfully converting leads to active members, placement of girls and volunteers, and serving as a dedicated resource throughout their full Girl Scout experience. The Specialist is responsible for securing increased girl and adult participation in other volunteer opportunities as well as assisting in the development of community partnerships needed to implement Girl Scouting within an assigned area.

ESSENTIAL DUTIES AND RESPONSIBILITES

1. Serve as central resource for onsite, phone, email and CRM system communications for all members, assisting with questions and challenges regarding their Girl Scout experience  
2. Maintain a deep understanding of council operations to effectively guide members through training, inquiries and potential friction points, ensuring they receive answers even when navigating cross-departmental issues.  
3. Work closely and collaboratively with Membership team members to identify and achieve troop placement and membership retention goals.  
4. Leverage customer relationship management systems to track and convert leads into memberships. Support external recruitment efforts by finalizing membership enrollment leads. Support retention efforts through high-quality customer service practices.
5.  Attend or support community recruitment activities and finalize resulting membership and troop leads by following up with prospective members in a timely fashion.
6. Identify specific targets, prepare action plans, and project the number of contacts required to meet membership goal. Prepare a variety of status reports as requested.
7. Take ownership for the growth of Starter Troops, Outreach programs, and Juliette (IRM) participation with assigned Service Units. 
8. Develop and obtain knowledge and experience to achieve council subject matter expert status in a specific grade-level curriculum (e.g., K-1, 2-3, etc.) assisting with staff and leader training and promoting best practices for that age group.  
9. Work closely and collaboratively with interdepartmental teams to ensure effective delivery of recruitment strategies and ensure a seamless “customer first” culture.  
10. Provides assistance with sensitive volunteer criminal background process, financial ad and other council processes in support of girls and volunteers. 
11. Work with interdepartmental teams to develop and execute innovative techniques to ensure effective delivery of recruitment strategies to achieve council goals.
12. Provides backup support to Retail Operations and shop coverage.
13. Function as a positive and cooperative member of the Membership and Girl Scouts of Central Illinois team, sharing resources and expertise and support of council-wide initiatives as needed e.g. product sales, fund development events, recruitment events, and programs, in support of council goals.
14.   Performs other duties as necessary or assigned.

• Bachelor’s degree, preferred. Equivalent combination of education and work experience in a related field such as sales, customer service, call center, or recruitment success acceptable. 
• Minimum age 21 years of age to drive on behalf of the council.
• Ability to communicate with current and prospective members via phone, email, and CRM system communications. 
• Excellent interpersonal communication skills including active listening, and professional oral and written communication.  
• Ability to create dialogue and build relationships with potential new members, volunteers, staff, and communities. 
• Excellent public speaking and presentation skills, and ability to create dialogue and communicate clearly and concisely and tailor presentations appropriately for diverse audiences, small and large groups.
• Knowledge and demonstrated application of effective customer service principles.
•  Ability to record and track work and prepare reports as needed.
• Proficiency in Microsoft Office including Word, Excel, Outlook
• Preferably experienced with database management, customer relationship management systems, call center or data tracking systems.
• Ability to express belief in and support of the mission of Girl Scouting. Employees are encouraged to become registered members of the Girl Scouts USA.
• Ability to travel, maintain reliable daily transportation, a valid driver’s license and minimum state-required auto insurance. 
• Ability to work an irregular schedule including some evening and weekends and occasional overnight travel as needed to conduct council business. 
• Ability to be an active participant in the development of an environment and culture that fosters diversity, equity, inclusion, and access through words, actions, and attitude. Be welcoming and embrace all girls and adults by embodying the Girl Scout way of belonging,
• Possesses self-management skills, confidence, and ability to take initiative: ability to think and work independently with minimal oversight and full accountability; core competencies include adaptability, innovation, organization and attention to detail, and the ambition and drive to achieve goals.  
• Understanding of the sales process and lead management, and the ability to energetically achieve ambitious goals.  

PHYSICAL AND ENVIRONMENTAL CONDITIONS

• Primarily working in an office environment. 
• Occasional exposure to the elements with events and travel.
• Ability to drive personal and council vans. 
• Frequent sitting standing, stooping, bending, reaching, and moderate lifting of 25 lb. 
• Able to see and hear, and sit upright to work at a computer for several hours at a time, in addition to answering phones and greeting onsite guests

SAFETY

All staff must be familiar with the safety rules and regulations of the council and the position. They must take reasonable steps to ensure their own health and safety, and that of anyone else who may be affected by their actions. They should inform their manager/supervisor of any hazard with which they are not trained to deal.

CULTURE

The position will be carried out under the standard of conduct and confidentiality as outlined in the Girl Scouts of Central Illinois Employee Handbook. As an employee, you are a representative of Girl Scouts of the USA and people form their impressions of the council in part, based on their interaction with you. Every personal contact is a potential volunteer or donor to the council, thus the impression we make through community and professional contacts, and involvement in collaborations with agencies, groups or organizations is important. Advocacy on behalf of GSCI is a role assumed by all staff positions.