Retail Customer Experience Specialist

Who We Are

Girl Scouts create the world they want to live in and strive to make it better every single day. They explore their strengths, take on new challenges, and can always be themselves, regardless of background or ability. Working for Girl Scouts of Wisconsin Southeast (GSWISE) is much more than just a job; it’s an opportunity to bring your talent, passion, and perspective to a girl-centric, mission driven organization. We are seeking individuals committed to making a difference and are enthusiastic team players who want to join an organization with a proud history and a growing future. Joining our staff means working to your full potential in a dynamic and diverse environment that strives for equity for all.  

Position Summary

The Customer Experience Specialist (CES) is vital in providing support to Girl Scouts, families, employees and troops to deepen their connection to Girl Scouts and enhance the organization’s reputation. Under the direction of the Director of Customer Experience, the Customer Experience Specialist serves as a welcoming and knowledgeable resource supporting daily operations of the front desk, special projects, and the Resource Center/shops for internal and external customers. As the first point of contact (phone, email, or in person), the CES provides exceptional customer service guiding customers through member registration, merchandise purchasing, reward selection, and a variety of topic areas. This role responsibilities include back-up for the front desk, hands-on customer engagement, while also working with girls to gain recognition for their participation, and empowering troop leaders to deliver impactful experiences. 

What You’ll Do

• Provide exceptional customer service by answering inquiries, solving problems and providing solutions across various channels (phone, email, in-person) to internal and external customers as the first point of contact at the front desk.
• Greet and assist individuals entering the building and maintain a professional and customer-centric focus within council facilities to promote a welcoming environment.
• Use point-of-sale systems to process cash register sales and monies to support all council functions.
• Facilitate customers in their selection and purchase of merchandise, including phone, email, and Build-A-Bear orders.
• Serve as the primary resource for Girl Scouts, families, and troop leaders creating memorable experiences by giving guidance on badges, programs, rewards, and merchandise as well as managing the operation and customization of Build-A-Bear services.
• Input customer information promptly and accurately into an electronic database.
• Track inventory and receipt of merchandise to ensure that appropriate stock levels are sustained.
• Support girls in gaining recognition for their achievements by facilitating access to awards and program materials.
• Prepare reports to support the resource center functions and other council departments.
• Work with other departments to support event registration, special programs and administrative tasks.

Who You Are & Keys To Success

• Highschool diploma or equivalent or at least a minimum of one year’s experience with computerized cash register operation, customer service, receptionist, and/or administrative experience. Bilingual in both English and Spanish is a plus.
• Customer service focus and can communicate in a friendly and professional manner with a wide range of people to answer questions and foster a positive attitude towards Girl Scouting via electronic, phone or in person communication.
• Experience with databases and retail point-of-sale software (Salesforce and Light Speed) preferred.
• Has basic computer skills with knowledge of Microsoft Office Suite including Word, Excel, and Outlook.
• Can work a flexible schedule, including some evening and weekend hours based on program needs and seasonal events.
• Respond timely to internal and external customer needs with strong problem solving and conflict resolution skills.
• Display high integrity and maintain confidentiality.
• Work independently with a minimum of supervision, show initiative, demonstrate reliability, is flexible and can shift priorities in response to changing needs.
• Work well within a diverse team and contribute to an inclusive, positive, fun and professional environment.
• Detail-oriented, manages time effectively, organized with the ability to prioritize multiple tasks in a fast-paced ever-changing environment.
• Be adaptable to take on additional duties as assigned to meet the evolving needs of Resource Center/shops.
• Willingness to subscribe to the philosophy of the Girl Scout program and join as a Girl Scout member, which includes paying a membership fee, either annually or as a Lifetime Member.
• Occasional travel within the region and access to dependable transportation is required. A valid driver’s license and use of your own vehicle are preferred. If so, you must comply with the council’s automobile insurance policy limits and have a driving record that meets the requirements of the council’s business auto insurance carrier. If you are unable to drive, a transportation plan must be submitted and approved prior to an official offer being made.
• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit and/or stand for long periods and operate office equipment manually. The employee must be able to routinely lift 15 pounds and occasionally lift and/or move up to 50 pounds.

EEO & Anti-Racist Statement

The Girl Scouts of Wisconsin Southeast (GSWISE) has a vision for a deeply inclusive membership, staff, and volunteers. To foster a culture of belonging while providing equitable service delivery above and beyond Equal Opportunity requirements, GSWISE candidates must be committed towards cultural competency growth and to work within diverse teams. Our Girl Scout Law demands we seek racial equity for everyone and do our part to dismantle systemic racism. GSWISE is an Equal Opportunity Employer.