Customer Service Representative - Girl Scouts : Job Details

Girl Scouts of Central California South (GSCCS), offers amazing opportunities for talented, forward-thinking, innovative individuals who share our vision of helping girls and young women change the world for the better. Girl Scouts has been equipping girls to achieve their full potential more than 100 years- and today, Girl Scouts stands as the preeminent leadership development organization for girls, with over 1 million members across the nation. At GSCCS, we serve more than 8,000 members, which includes 6,500 girls in Kindergarten through 12th grade & over 2,000 adult volunteers spanning across five (5) central valley counties: Kern, Tulare, Kings, Fresno & Madera. We have Council offices in both Fresno and Bakersfield, California. We believe all girls should have the opportunity to reach their full potential and all girls have the power to change the world. Here's your opportunity to enhance your career while making a difference in girls' lives and in the world! You will be joining a supportive and flexible work environment with team members who work together to champion girl ambition. OUR MISSION: We are on a mission to build girls of courage, confidence, and character who make the world a better place.The right candidate won't just be promoting a program. Their work will impact and change future generations! Girl Scouts of Central California South (GSCCS) is looking for a dynamic Full-Time Customer Service Representative to join our team in Fresno, CA! POSITION SUMMARY: The Customer Service Representative is responsible for professionally and knowledgeably representing the Girl Scouts of Central California South Council as the first point of contact for the Gold Mine Store, and by response to incoming calls, e-mails and online requests for assistance. This role is responsible for providing a high level of customer service resolution and communication to members, volunteers, and customers both internal and external (contacts) in support of Girl Scouts (GS), Council initiatives, departmental and individual goals. Requirements ESSENTIAL DUTIES & RESPONSIBILITIES: Customer Service

• Develop and maintain exceptional customer service when interacting with internal or external contacts. Welcome internal and external contacts in a courteous manner; establish a helpful customer service relationship with the objective of encouraging repeat visits and long-term brand loyalty
• Interact with active and passive contacts in an attentive, knowledgeable, and efficient manner. Provide information about the Girl Scout mission and opportunities for girls and adults as members, volunteers or supporters of Council programs
• Manage phone and email communication effectively by providing appropriate responses or routing calls or inquiries promptly
• Handle customer complaints timely and courteously, provide appropriate solutions and alternatives within established time limits and follow up to ensure a satisfactory resolution.
• Apply conflict management and de-escalation strategies to handle difficult situations.

Administrative- Customer Care

• Perform data entry activities necessary to manage customer information.
• Communicate the department's work plan, tasks, and appointments to ensure space/room availability as needed.
• Actively participate in cross-training in support of case management and retail.

Retail/Inventory

• Perform Retail Management System functions accurately and efficiently which include but are not limited to operating the cash register; processing orders, product program payments and transactions and documentation.
• Develop and maintain knowledge of products including pricing, discounts, product availability or other specifics related to sale of retail goods. Support opportunities identified for the retail store to participate in Girl Scout community events.
• Perform interim inventory counts as directed; re-stock, organize and display merchandise on the sales floor promptly and in an appealing manner. Confer with Retail Lead to transfer goods as necessary to balance inventories and meet customer demand.
• Perform duties related to mobile store including inventory, scheduling, and operation as directed.
• Ability to relate to customers coming in for a Build-A-Bear experience including, stuffing the bear, performing the heart ceremony, sewing the bear, and interacting with the customer as they dress and make their bear come to life.

Other Duties

• Represent the Council professionally, to both internal and external audiences, and provide courteous and prompt service to all internal and external parties, donors, members, volunteers, staff, and other community contacts.
• Support, comply with and adhere to all Girl Scout and Council policies in a professional manner, independently and with minimal oversight.
• Assist in achieving department initiatives and Council goals through effective and efficient performance of assigned duties and by collaborating cross-functionally as appropriate or directed.
• Perform other duties as assigned.

REQUIRED COMPETENCIES: •Visionary: A strategic thinker who can drive the vision for GSCCS fundraising and communications efforts, which ultimately benefits the lives of girls throughout our community. •Servant-Leader: Leads with humility, empathy and awareness; actively contributes to employees' ability to reach their goals and thrive at GSCCS. •Collaborative: Fosters a respectful, transparent, and collaborative work environment. •Community-minded: Skilled at connecting with individuals across all socio-economic, ethnic, cultural, and professional backgrounds in the community. •Proactive & Perseverant: A self-starter who demonstrates strong personal initiative and the ability to drive projects through to completion. •Positive: Charismatic, warm and welcoming; a true people-person. •Growth Mindset: Says yes to appropriate, new opportunities and ideas for GSCCS. •Analytical: Ability to carefully study issues, identify trends, and formulate new ideas. •Metrics-Driven: An innovative thinker, pairing ideas with solutions and measurable outcomes. •Adaptive: Comfortable with multi-tasking; able to work both independently and in teams. •Reflective: Skilled at receiving and giving feedback and performance critiques. •Tact & Diplomacy: Patient, willing, and able to have difficult conversations as required. •Communicative: Strong written and oral communication skills. An effective public speaker and representative of the organization. •Flexible: Ability to work evenings and weekends as required. SKILLS AND QUALIFICATIONS: •Proven competencies such as personal integrity and professional conduct; self-starter and ability to foster diversity; possess decision-making skills; ability to adapt to a quickly changing environment and willing to try new ways of doing the job. Passion is a key word along with the ability to work smart. •Candidate must possess computer skills including but not limited to Word and Excel. Familiar with and use of an electronic cash register and retail store system. •Candidate must enjoy working on teams and foster team development which in turn will create a learning organization. •Candidate must lead by example, understand his/her limitations and not be afraid to ask for guidance when needed. •Candidate must understand the role of the volunteers and understand his/her role as a servant leader. •Candidate must have the ability to lift and carry up to 40lbs. •Candidate must have the ability to work evenings and weekends. •Candidate must be able to stay focused on tasks while balancing other important tasks. CERTIFICATES, LICENSES, REGISTRATIONS: •Prior retail and customer service experience. •Valid California state driver's license. ADDITIONAL JOB REQUIREMENTS: •Clearance of background check. •Become a registered member of GSUSA and GSCCS. •Access to reliable transportation. SELECTIVE ABILITIES & PHYSICAL DEMANDS: The incumbent must be able to possess the following qualifications to be offered and/or maintain employment in this position. •Physical ability to frequently stop, kneel, bend, crouch, and reach overhead. •Use of light force to lift, carry, push, pull or move objects up to 20 pounds, frequent weekends and evenings/nights. •This position requires the ability to remain stationary and to use a computer monitor, keyboard and mouse for extended periods of time. •Willingness and ability to work flexible schedule •Frequent weekends and evenings •Must be able to speak and communicate clearly, such as in public speaking engagements. •Other demands, as determined by Council. WORK ENVIRONMENT: The employee will work in an office environment and in close quarters with other staff and clients. The noise level in the work environment varies from moderate to loud; hectic situations can occur characteristic to working with infants, toddlers and parents in need. Exposure to odors and scents are common. Occasional exposure to adverse environmental conditions may occur. Salary Description $19.23 per hour