What are the responsibilities and job description for the Customer Care Specialist position at Girl Scouts Of Greater Los Angeles?
Company Overview
Girl Scouts of Greater Los Angeles (“GSGLA”) is the largest girl-serving nonprofit agency in the Los Angeles region. Our mission is to build girls of courage, confidence, and character, who make the world a better place. www.girlscoutsla.org.
Our core values of Integrity, Clarity of Purpose, Accountability and Respect represent how we behave on a day-to-day basis. These are the specific behaviors that are imperative and encouraged in our company culture.
We are committed to building a diverse staff that reflects the communities we work alongside, and we value diversity, equity and inclusion in our workplace.
We encourage all qualified individuals to apply and strongly encourage people from underrepresented groups to apply. In addition, reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
Position Summary
The Customer Care Specialist is the first point of contact for inquiries of all types (phone, web, email or in person), and is responsible for providing the highest level of service to all members, both external and internal.
Essential Duties & Responsibilities
- Provides a high level of professional, knowledgeable and consistent customer service and support for customer-facing interactions and for a high volume of phone and email cases.
- Using problem solving, conflict resolution and active listening skills, clarifies desired information or issue to resolve case promptly, professionally and compassionately.
- Utilizes, maintains and manages customer care case queue in Salesforce, a customer relationship management database, through data entry of information accurately and efficiently. With high level Salesforce access, assists customers with membership registration and technical issues, completing transfers, researching and resolving issues and updating information in the database.
- Provides assistance to customers for a number of other database systems including eBudde and Digital Cookie
- Manages, tracks and prepares bank letters to troops requesting bank account set up or changing signers including verifying qualification of troop signers.
- Manages and submits requests:
- To insurance company for additional activity insurance for troops and service units.
- To background screening company for links for specialized background screening checks following up with manual entry into Salesforce.
- Manages various office duties such as office supply inventory including ordering supplies, receipting of payments and assisting the site manager with various office tasks.
- Assists with administrative support to other departments including distribution of materials and reservation/rental of resources.
- Other duties as assigned.
Required Knowledge, Skills and Abilities
- Strong Oral and Written Communication abilities (in person, verbal, written, phone, other electronic media)- Expresses ideas and facts in a clear and understandable manner; active listening skills to gain understanding of what others are saying; demonstrates ability to work with a wide range of sensitive and confidential issues.
- Bilingual (English/Spanish) skills are required.
- Ability to work in a complex, fast-paced environment while maintaining the highest level of accuracy and confidentiality.
- Ability to multi-task, stay organized and problem solve with great attention to detail.
- A love of solving problems, learning new things and making customers happy.
- Regular and prompt attendance required.
- Must be flexible, adaptable, and willing to thrive in an ever-changing/fast-paced environment.
- Ability to spend time sitting, utilizing the computer, and standing and walking throughout the facilities.
- Ability to travel via personal vehicle or public transportation to various facilities throughout the region.
- Ability to lift up to 15 pounds periodically.
- Flexibility to attend signature events.
- Able to perform this job safely, without endangering the health or safety of themselves or others.
The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Recommended Education, Training and Experience
- Experience using customer support software and a Customer Relationship Management software (CRM) – preferably Salesforce.
- Demonstrated experience in providing prompt and excellent customer service in person, via phone, in writing, and through electronic media providing high customer service.
- High School Diploma or GED and 3-5 years of customer service experience.
GSGLA Employee Requirements
- Comply with state-mandated reporter training.
- Attend GSGLA signature events and/or other activities as assigned.
Benefits / Other
Employees of GSGLA receive a competitive benefits package and paid time off, including the closure of its offices on the second and fourth Monday of every month. Full time staff are eligible to opt into plans that cover medical, dental, vision, life and even pet insurance, an employee assistance program, as well as a 403(b)-retirement plan.
Vaccination Policy
Girl Scouts of Greater Los Angeles requires its employees to be vaccinated against COVID-19, subject to certain exemptions as required by law. New hires working at Girl Scouts of Greater Los Angeles must be fully vaccinated upon hire. Please contact the People & Culture Department for a copy of the vaccination policy.
