Customer Care Specialist

Summary/Purpose

The PT Customer Care Specialist serves as the first point of contact for inquiries via phone, email or in person. The incumbent is responsible for providing the highest level of customer service to all members/customers, both external and internal. This position performs a wide variety of data quality and business process tasks in Council databases. Bilingual-Spanish preferred.

Essential Job Functions

• Supports functions of a multi-channel contact center through case management module in Salesorce membership database.
• 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 and follows a script when needed.
• Maintains a customer-centric environment in public areas of council facilities.
• Maintains contact center database by entering information accurately and quickly.
• Enhances organization reputation by providing a positive customer experience for all those contacted, either in person or by phone.
• Performs necessary business processes to enhance the membership experience.
• Handles program registration and payments.
• Responsible for password changes.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent organizational skills.
• Excellent written and oral communication skills.
• Ability to maintain accurate records and data.
• Ability to work well with a diverse group of individuals and teams.

• Willingness to adapt to changing situations in a fast-paced environment.
• Ability to use technology and learn new technology applications.

Required Education and Experience 

High School Diploma or GED

• Proficient in data analysis and data management.
• Prior experience working in a customer service environment.
• Proficient in Microsoft Office Suite including Outlook, Power Point, Word, and Excel.
• Preferred
  • Previous experience in Girl Scouting
  • Previous experience in Salesforce a plus
  • Bi-lingual (Spanish and English) preferred

Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.