Coordinator, CS Experience

Coordinator, Cs Experience

Customer Care, part of the Council Partnership Community and reporting to the Chief Operating and Transformation Officer (COO), drives wide sustainable growth and health through implementation of strategic priorities in an aligned network. The team builds strong relationships and creates empowering ways of work between and among GSUSA and council leadership to ensure movement wide collaboration, trust and success. The team ensures GSUSA is offering excellent communications and customer service to councils and other customers.

The Coordinator, CS Experience is a core member of the customer care team, supporting operational excellence. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the 800 national phone number, email to case inquiries through Salesforce and / or social media monitoring platforms. Provides answers to customers by identifying problems, researching answers, and guiding customers through corrective steps. In addition, this role supports the CS Experience Team with administrative duties and coordinator responsibilities, including technical assistance for events / meetings, team scheduling, among other responsibilities. The position reports to the Manager, CS Experience, who manages day-to-day workflow and customer care subject matter.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Thorough and prompt responses to service requests on social media, phone calls, e-mail inquiries and assistance requests based on a working knowledge of GSUSA policies and positions, sensitive issues messaging, content of the Girl Scout blog, Salesforce Chatter communities, communications alerts, FAQs, official documents, webinar content, and other materials.

Ensures that a cooperative and supportive relationship is maintained with volunteers, Girl Scout councils, GSUSA staff members, and the general public by researching inquiries for assistance and following established procedures to ensure timely, effective customer service.

Develops and maintains team calendar. Tracks progress and communicate upcoming deadlines. Prepares meeting agendas, and meeting briefs. Processes and tracks team invoices and expense reports in a timely manner. using initiative and judgment to navigate competing priorities and time demands; prepare appropriate communications and pertinent background.

Using initiative and judgment to navigate competing priorities and time demands; prepare appropriate communications and pertinent background material for meetings; and track and follow up on open issues. Ensure an appropriate level of urgency is assessed, given numerous information requests.

Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Required competencies :

2+ years relevant experience in customer care / service in phone / email / social media with demonstrated examples of using brand voice / guidelines to represent a company or organization.

Answers questions and inquiries, problem-solving, and investigates customers' issues while maintaining a knowledgeable, professional approach to customer care.

Demonstrates a high level of competency to work effectively within a team to collaborate and contribute to team knowledge, skills, and processes.

Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public and colleagues at GSUSA.

Must have strong technical skills, including Microsoft Suite and Salesforce Service Cloud, and ability to learn new applications quickly.

Demonstrates strong problem-solving ability, including within tight timeframes and with multiple customers.

Excellent verbal and written communication and comprehension skills.

Focuses on continuous learning and development.

Participates in cross-functional project teams by providing basic customer information or by conducting specific tasks.

Maintain knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and / or department.

Required technical skills :

Office 365 or similar suites

Competency in PowerPoint or similar presentation software

Competency in Microsoft Excel or similar software

Competency in Salesforce or similar CRM software

Phone call management system, like Skype.

Familiarity with Wrike or other related project management and collaboration tools.

Required education and experience :

Bachelor's degree or equivalent experience

Minimum Years of Experience : 2+ years relevant experience in customer care / service in phone / email / social media

Salary range : $65,000 - $70,000

This represents the present low and high end of the pay range for this position. Actual pay will vary based on various factors, including but not limited to experience.

What we offer :

Girl Scouts are powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes :

Paid Time Off :

GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.

Other Benefits :

Medical and Behavioral Health Coverage

Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.

Both plans include GSUSA partial subsidy of premium costs

Dental and vision coverage

Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts

Company-paid life insurance

Flexible work arrangements

12 weeks of paid parental leave

401(K) with company match

Sick leave

Short- and Long-Term Disability for salary continuation

Health and Wellness Classes and Activities throughout the year

Access to Employee Engagement Groups

Physical demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Work environment :

This job operates in a professional office environment.

Position type / expected hours of work :

This is a full-time position. Days and hours of work are Monday through Friday with a 35 hour per week schedule. Occasional evening and weekend work may be required as job duties demand.

AAP / EEO Statement :

GSUSA is an equal employment opportunity employer.