Membership Placement Specialist

The Membership Placement Specialist is primarily responsible for initiating contact and facilitating registration for potential members who have expressed interest in joining Girl Scouts. The Specialist is responsible for providing the highest level of customer service to all members, both external and internal. The Specialist provides support to GSNEO members/volunteers as needed to effectively administer the goals of Girl Scouts of North East Ohio.

Responsibilities:

Supports the conversion process from a lead to member/volunteer through a streamlined, customer-friendly process that meets the customer’s needs.

· Track and manage communication with current and potentials members to close leads

and complete renewals using Volunteer Systems (CRM).

· Skillfully execute sales strategies to convert prospective leads into registered and engaged members.

· Assist with background screening process for adult members.

· Create and maintain troop opportunities in the Volunteer Systems participation catalog to meet recruitment and community needs.

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.

Seeks and acknowledges the views and ideas from customers (for example, internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement. Maintains a customer-centric environment in public areas of council facilities.

Supports the operation of their assigned service center with efforts such as the opening and closing of building, processing mail, maintaining office supplies and orders through approved channels, and reporting on property maintenance issues. Provides Retail Shop coverage as needed.

• High school diploma or general education degree (GED) and/or a combination of related work experience
• 3-5 years of customer service and/or sales experience
• Proven office 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
• Excellent technical computer skills in Microsoft Office including Word, Excel, Outlook, and Customer Relationship Management systems, and social networking. May need to know or be able to learn other software specific to GSUSA, including but not limited to Salesforce and OpSuite.
• Commitment to inclusiveness