What are the responsibilities and job description for the Customer Care Specialist position at Scouting America?
Position Overview
The Florida Sea Base is seeking a highly skilled professional to provide in-depth analysis of customer, product, and operational issues, and to resolve escalated problems of the highest complexity. This role ensures that customers receive exceptional service through efficient order processing, accurate correspondence, and seamless coordination with internal teams. A successful candidate for this role should possess a mix of technical expertise, customer-centric mindset, and leadership skills.
This is an ideal position for a professional looking to transition to the role of council program director or camp director.
This position reports to the Manager of Operations, Florida Sea Base.
Responsibilities
- Serves as an escalation point for issues of the highest complexity; resolves conflicts involving scheduling, resources, or technical problems.
- Provides analysis and audits on operational processes, call volume, scheduling, and staffing. Administers system modifications. Identifies areas for improvement and recommends process or system changes to management. Oversees or leads projects.
- Provides workflow coordination, scheduling, and training to the customer service staff.
- Performs other job-related duties as assigned.
Competencies
- Knowledge of: Customer service best practices; relevant computer systems and applications; typical operational processes and procedures for addressing customer needs.
- Skill in: Conflict resolution and de-escalation; problem-solving and critical thinking; active listening and empathy; communication, both written and verbal; teamwork and collaboration.
- Ability to: Work independently and as part of a team; manage multiple tasks and prioritize effectively; analyze data and identify trends; recommend and implement process improvements and enhancements; empathize with the needs of customers and offer appropriate solutions or options.
Qualifications
- Minimum of four (4) years of experience in customer service, ideally involving complex issue resolution and process improvement.
- Must pass a criminal history background check.
Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above-specified education and experience requirements.
Preference
Bachelor’s Degree in Business Administration or a related field from an accredited college or university is preferred.