Description

 The Customer Service Representative (CSR) for Girl Scouts of Kentucky's Wilderness Road Council is the first person connected to volunteers, girls, parents, community partners, and other Council Staff. This person exemplifies excellence in interpersonal communication with a focus on problem solving through excellent customer contact. The CSR is responsible for Customer and Volunteer interactions during retail sales through the Erlanger Office location (and the website) and supports the Girl Scout Leadership Experience with on-site programming opportunities. 

Requirements

Essential Duties & Responsibilities: 

1. Provide a positive customer experience for all stakeholders, either in person, by phone, or via email 
2. Answer incoming calls/requests; engage in problem-solving and providing solutions; manage and effectively respond appropriately to all inquiries including email, phone, chat and walk-in customers and follow a script when needed. 
3. Maintain a customer-centric environment, including greeting guests at the front desk. 
4. Maintain customer database by entering information accurately and quickly, striving to resolve (“close”) customer cases in a timely manner. 
5. Contact customers, resolve issues, and provide service support to the customer experience team. 
6. Active participation in the development of environments that foster diversity, equity, inclusion, and belonging through words, actions, and attitude. 
7. Assist with the development of and facilitation of programming for girls on-site
8. General programming support in the NKY area to support the on-site Programming Manager 
9. Performs other duties as necessary or assigned. 

Education and Experience: 

1. Associate’s or higher, or 2 years of related experience 
2. Prior experience in customer service environment. 
3. Strong communication skills in written, verbal, and virtual delivery; experience developing and implementing action plans to meet/exceed deliverables; and experience working collaboratively to reach collective goals. 
4. Proficient in Microsoft Office Suite including Outlook, Power Point, Word, and Excel. 
5. Experience with Salesforce or other CRM, preferred 
6. Previous experience in Girl Scouts (volunteer or staff) a bonus, but not required 

Required Skills/Abilities: 

1. Ability to learn new systems such as Salesforce and Looker software platforms 
2. Ability to work a flexible schedule including possible evenings and weekends 
3. Capability to provide own transportation and maintain a valid operator license. 
4. Must be able to pass a criminal background check 

Physical Requirements: 

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 must be able to withstand: 

1. Prolonged periods sitting at a desk and working on a computer. 
2. Operate office equipment manually. 
3. Must be able to lift and/or move up to 25 pounds at times. 

Promoted Behaviors and Expectations: 

• Customer Centric 
• Communicator 
• Relational Intelligence 
• Critical Thinker 
• Digital, Virtual and Technical Proficiency 
• Financial Acumen 
• Leadership and Stewardship 
• Learning and Innovation 
• Social Justice and Inclusion (DEIB) 
• Business First Mindset