Bilingual Customer Care Specialist - Spanish

Bilingual Customer Care Specialist - Spanish

OUR MISSION: We accept and implement the Girl Scout Mission to build courage, confidence and character to make the world a better place.

THE GSCSNJ WAY: Our team members are receptive to new ways of doing things that translate new ideas into the creation of meaningful Girl Scout Experiences for our members. They are not afraid to take risks; they learn from failure; they work together to achieve success; they exchange ideas to create value, allowing the unexpected to happen. Team members are innovative, have a “Think Outside the Box” mindset and enjoy collaborating with others.

OVERVIEW OF POSITION: The Customer Care Specialist serves as the first point of contact for inquiries via phone, email and web submissions. The role is responsible for providing the highest level of customer service to all members/customers, both external and internal (staff). This position requires that you speak, read, and write in Spanish fluently.

SUCCESS FACTORS:

• Level of customer service and the evaluation of customer experience as measured by customer satisfaction score.
• Accuracy and quality of administrative work

ESSENTIAL RESPONSIBILITIES:
This list is not meant to be exhaustive of all tasks and responsibilities. Other duties may be assigned as needed or may be unique to a specific instance of a job.

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, in-person and phone using the case management solution guidelines of the CRM of record - Salesforce.
• Answers inquiries by clarifying desired information, researching, locating and delivering findings.
• Maintains contact center database by entering information accurately and quickly.
• Enhances organization reputation by providing a positive customer experience for all those contacted, either through email or by phone.

Provides functional support through the use of council CRMs for all departments.

• Data entry of back-office registrations and property reservations.
• Completes functional tasks within the CRM(s) of record.
• Clerical functions, file management of department files and folders, paper handling as required.
• Responsible for the maintenance of the database with the fulfillment of QC reports CRM of record.

Education, Experience, and Skill Requirements:

• High School diploma or equivalent experience required.
• 2 years of professional experience preferred.
• Technical computer skills in Microsoft Office for documents, spreadsheets and presentations, customer relationship management systems, and social networking.

Must be able to learn, understand, and apply new technologies with ability to understand basic data quality principles and practices.

Physical Requirements:
For office-based positions, the general physical expectations are that:

• Individuals will be able to read materials and respond in writing or verbally.
• Individuals will actively participate in meetings in person or over the phone.
• Individuals will be able to operate a computer keyboard, calculator, copier machine, and other office equipment.
• Individuals will primarily perform tasks at a sitting desk. Individuals will move around the office as needed to gather files, attend meetings, etc.