Customer Care Specialist - GIRL SCOUTS HEART OF CENTRAL CALIFORNIA : Job Details

Job DetailsJob Location Sacramento Regional Program Center - Sacramento, CA Salary Range $23.00 Hourly Description The Customer Care Specialist serves as the primary point of contact for all customer inquiries, delivering exceptional service and support to members, parents, and volunteers. This role requires a strong blend of customer service expertise and technical proficiency, enabling the Specialist to navigate complex systems and provide effective solutions. Key responsibilities include responding to inquiries via phone, email, and chat, troubleshooting issues related to membership and program registration, maintaining accurate records of interactions, and supporting the systems integrated with the Girl Scout experience, including the product programs and camp. The Specialist will also collaborate with internal teams to resolve escalated concerns and improve the overall customer experience. The ideal candidate will possess excellent communication and collaboration skills, a keen attention to detail, a proactive approach to problem-solving, and an ability to learn new systems quickly. Familiarity with customer relationship management (CRM) software and other technical systems is essential, as is a passion for the Girl Scout mission. This role plays a crucial part in fostering positive relationships within the Girl Scout community and ensuring members have the resources they need to thrive. ESSENTIAL DUTIES & RESPONSIBILITIES

• Answers incoming calls/requests; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email, phone, chat, and walk-in customers
• Achieves 80% Tier 1 case closure rates, with an average handle time under 4 hours, utilizing a knowledge base
• Responds to all inquiries in a professional, friendly and efficient manner that will yield overall customer satisfaction and ensure a professional image of the organization
• Supports a number of customer platforms including Salesforce, MyGS, Looker, VTK, event/camp registration tools, gsEvents, gsLearn and cookie software to assist in registration and troubleshooting Tier 1 issues
• Maintains data integrity of Girl Scout troop information such as hierarchies, volunteer assignments, membership payments, event registration, cancelation, transfers and refunds entering data accurately and efficiently
• Supports gsEvents Lead with specific event administration tasks, including but not limited to, the dissemination of info letters and event reminders, and processing cancellations, transfers and refunds as requested both internally and externally
• Provides high-quality service to both internal and external customers by solving inquiries during the first interaction with the customer and serving as the systems subject matter expert
• Strives for exceptional service by working with subject matter experts to develop a database of knowledge to support first contact resolution
• Identifies and shares opportunities to create positive customer experiences
• Ensures all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities
• Performs other duties as necessary or assigned

Qualifications • Associate's degree or higher, or 2+ years of experience in providing outstanding customer service • Bilingual/bicultural (English/Spanish) skills and knowledge preferred • Experience in Customer Relationship Management systems, such as Salesforce preferred • Technical fluency in Microsoft Office including Word, Excel, and Outlook • Able to achieve technical fluency in all customer platforms including, but not limited to, Salesforce, MyGS, Looker, VTK, event/camp registration tools, gsEvents (Hybris), gsLearn (Litmos), and cookie software • Able to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff • Able to actively listen to, and comprehend, what others are saying, critically think, and problem solve • Able to identify when immediate action is required; and/or when sufficient information has been obtained to make a decision and makes decisions where appropriate or refers decisions to the appropriate organizational level • Possess a high attention to detail and ability to follow procedures • Able to complete work with minimal supervision • Excellent oral and written communication skills; expresses ideas and facts in a clear and understandable manner appropriate for the individual or group • Demonstrate a commitment to recognize and respect the many forms of diversity • Demonstrate knowledge of, or willingness to learn, Girl Scouts program, principles, and standards PHYSICAL REQUIREMENTS • Able to withstand prolonged periods of sitting at a desk and working on a computer • Able to lift and carry 25 pounds WORK HOUR/TRAVEL • Willingness to work a flexible schedule, including regular evenings and weekends • Hours covered 7:00 a.m. to 8:00 p.m., daily (between team) - subject to change OTHER • Available for council-required events (i.e. Mega-drop)