What are the responsibilities and job description for the Manager, Member & Customer Support position at Girl Scouts of Northeastern New York?
About Us
At Girl Scouts of Northeastern New York, we work every day to empower girls, strengthen communities, and create meaningful experiences for our members and volunteers. We are seeking a Manager, Member Support who is passionate about customer service, thrives in a fast-paced environment, and is excited to help shape operational excellence across our council.
About The Role
The Manager, Member and Customer Support, oversees our case management processes and customer service activities for Girl Scout members. You will lead a team of Member Support Specialists and collaborate closely with organizational leaders, program teams, IT partners, and external vendors to strengthen the overall customer experience. This role is also the technical subject matter expert for our customer service system (Salesforce) and facility rentals platform.
The range for this position is $47,500-$52,500, depending on experience.
Key Responsibilities
Customer Service & Case Management
At Girl Scouts of Northeastern New York, we work every day to empower girls, strengthen communities, and create meaningful experiences for our members and volunteers. We are seeking a Manager, Member Support who is passionate about customer service, thrives in a fast-paced environment, and is excited to help shape operational excellence across our council.
About The Role
The Manager, Member and Customer Support, oversees our case management processes and customer service activities for Girl Scout members. You will lead a team of Member Support Specialists and collaborate closely with organizational leaders, program teams, IT partners, and external vendors to strengthen the overall customer experience. This role is also the technical subject matter expert for our customer service system (Salesforce) and facility rentals platform.
The range for this position is $47,500-$52,500, depending on experience.
Key Responsibilities
Customer Service & Case Management
- Lead the implementation of case management pathways with a goal of 70% first-contact resolution.
- Ensure accurate documentation of all interactions and maintain customer service data integrity.
- Analyze case volume to identify trends and recommend process improvements.
- Maintain up-to-date knowledge of GSUSA and GSNENY protocols, contributing quarterly updates to the Knowledge Library.
- Provide backup case support across multiple departments as needed.
- Oversee rental and loan-out processes for equipment and council-owned spaces, ensuring smooth coordination from booking to return.
- Process payments, usage requests, and follow-up surveys.
- Identify and report property-related concerns and support data tracking for rental analytics.
- Supervise, coach, and develop Member Support Specialists.
- Set clear expectations, conduct regular check-ins, and track team performance.
- Manage team workflows to ensure consistency and quality.
- Oversee staff coverage for our three offices to ensure a positive reception/front-desk experience for visitors.
- Monitor security protocols, including facility access, door procedures, and key systems.
- Manage inventory of office supplies and support daily operational needs.
- Oversee mail processing, bank deposits, inventory maintenance, and equipment repair reporting.
- Minimum of 3 years of customer service experience.
- At least 1 year of experience using Salesforce.
- Prior supervisory experience (minimum 1 year) with proven success.
- Excellent written and verbal communication skills.
- Strong time-management skills and ability to manage multiple deadlines.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Ability to occasionally work evenings or weekends.
- Willingness to travel to off-site locations.
- Ability to lift up to 25 lbs.
- Clean driving record.
- Make a real impact on youth and community engagement.
- Be part of a mission-driven, collaborative, and values?based organization.
- Grow your skills in leadership, operations, and customer experience.
- Work with passionate colleagues who believe in empowering the next generation.
Salary : $47,500 - $52,500