What are the responsibilities and job description for the Customer Care Specialist position at Girl Scouts of Connecticut Inc?
Position Summary
The Customer Care Specialist supports the day-to-day operations of the Customer Care Department, including call center support, reception coverage, and member service response functions. This full-time role is responsible for delivering exceptional service to internal and external customers by responding to phone, email, and written inquiries; resolving concerns; documenting outcomes; and ensuring timely follow-up in accordance with departmental procedures.
This position plays a critical role in maintaining high levels of customer satisfaction by serving as a reliable first point of contact and providing accurate information, resources, and support across departments. The Customer Care Specialist must consistently project a professional, patient, and positive image that reflects Girl Scouts of Connecticut's values, policies, and service standards.
This is a full-time hybrid position with limited in-office responsibilities. The selected candidate must reside in Connecticut and be available to report to the office 2-3 times per month for meetings, training, collaboration, or operational support.
Major Accountabilities
Core Competencies
Education and/or Work Experience
Additional Job Requirements & Physical Demands
The Customer Care Specialist supports the day-to-day operations of the Customer Care Department, including call center support, reception coverage, and member service response functions. This full-time role is responsible for delivering exceptional service to internal and external customers by responding to phone, email, and written inquiries; resolving concerns; documenting outcomes; and ensuring timely follow-up in accordance with departmental procedures.
This position plays a critical role in maintaining high levels of customer satisfaction by serving as a reliable first point of contact and providing accurate information, resources, and support across departments. The Customer Care Specialist must consistently project a professional, patient, and positive image that reflects Girl Scouts of Connecticut's values, policies, and service standards.
This is a full-time hybrid position with limited in-office responsibilities. The selected candidate must reside in Connecticut and be available to report to the office 2-3 times per month for meetings, training, collaboration, or operational support.
Major Accountabilities
- Answer, research, and resolve customer inquiries with the overall goal of improving customer satisfaction.
- Respond professionally and patiently to inbound calls, emails, and written requests from members, volunteers, families, staff, and community partners.
- Escalate or expedite customer concerns appropriately and ensure timely resolution.
- Maintain detailed documentation of customer inquiries, actions taken, and final outcomes.
- Ensure the accurate and timely processing of data within membership and customer databases.
- Maintain strict confidentiality of all member and customer data.
- Collaborate cross-functionally with internal departments to resolve inquiries and ensure Tier 1 responses remain accurate and current.
- Identify recurring customer trends, service gaps, or system issues and communicate recommendations to the Customer Care Lead.
- Support reception and general front-line customer care functions as assigned.
- Embrace and enhance a culture that values diversity and ensures staff, volunteer, and girl experiences reflect the Council's commitment to diversity, equity, inclusion, and belonging.
Core Competencies
- Excellent customer service orientation
- Strong verbal and written communication skills
- Strong listening and problem-solving skills
- Attention to detail and data accuracy
- Ability to remain calm under pressure
- Strong interpersonal and teamwork skills
- Adaptability and sound judgment
- Ability to work effectively with diverse staff, volunteers, girls, and families
Education and/or Work Experience
- High School Diploma, GED, or equivalent required
- Minimum of 2 years of customer service or call center experience preferred
- Experience working in a nonprofit, membership, or youth-serving environment preferred
Additional Job Requirements & Physical Demands
- Must reside in Connecticut
- Ability to work a flexible day-shift schedule, with occasional evenings during peak operational months
- Ability to report to the office 2-3 times per month
- Ability to maintain positivity and professionalism on the telephone at all times
- Strong proficiency in Microsoft Office Suite and database systems
- Ability to operate phone and computer systems simultaneously
- Ability to work independently while managing multiple priorities
- Strong typing, data entry, and documentation skills
- Demonstrated written and verbal communication excellence
- Ability to communicate effectively with diverse audiences
- Ability to work effectively in a team-based hybrid environment
- Demonstrated willingness to learn Girl Scout programs, principles, and standards
- Become a registered member and maintain current GSUSA membership
- Ability to lift, carry, push, pull, or move objects up to 20 lbs.
- Ability to sit for extended periods with continuous computer and phone use
- Bilingual or multilingual communication skills in English and one or more additional languages, such as Spanish, Portuguese, French, or Polish, are strongly preferred.
Salary : $22