Customer Care Specialist

*Customer Care Specialist* *Imagine joining a group of individuals – each with their own unique skills and passions, but united by a common purpose.
Imagine yourself at Girl Scouts!* *Our Mission.
Girl Scouting builds girls of courage, confidence, and character, who make the world a better place.
* *Girl Scouts of California’s Central Coast (GSCCC)* is chartered by Girl Scouts of the USA to provide Girl Scouting in the counties of Santa Cruz, Monterey, San Benito, San Luis Obispo, Santa Barbara and Ventura Counties.
*Girl Scouts of California’s Central Coast* is seeking career professionals committed to making a difference.
Working with Girl Scouts – an organization with a solid history and a growing future – means working to your fullest potential in a dynamic and diverse environment.
*General Summary:* The Customer Care Specialist is a full-time position responsible for ensuring the delivery of a high-quality experience for all first point of contact customer inquiries.
The specialist performs a wide variety of data quality and business process tasks in Council databases.
The Customer Care Specialist works collaboratively with other members of the team toward achieving the council’s strategic vision, short- and long-term plans, and project work.
*This position entails heavy phone and email contact with members - with data entry to back up every communication.
* *Essential Job Responsibilities:* * Provide a positive customer experience for all members, either in person, by phone, or via chat.
* Support functions of a multi-channel contact center through case management module in Salesforce membership database.
* Answer incoming calls/requests; engage in problem-solving and providing solutions; manage and effectively respond appropriately to all inquiries including but not limited to email, phone, chat and walk-in customers and follow a script when needed.
* Maintain a customer-centric environment in public areas of council facilities, including greeting guests at the front desk.
* Maintain customer database by entering information accurately and quickly, striving to resolve (“close”) customer cases in a timely manner.
* Maintain data integrity of Girl Scout troops such as volunteer assignments, membership payments, volunteer screening records, council to council transfer, data clean up, merges, and refunds.
* Contact customers, resolve customer issues, and provide service support to other departments within Council.
* Create and participate in call campaigns, following up with emails and detailed notes in volunteer files * Performs other duties as necessary or assigned.
*Qualifications:* * Associate’s or higher, or 2 years of related experience * Prior experience in customer service environment - *call center experience preferred* * Strong communication skills in written, verbal, and virtual delivery; experience developing and implementing action plans to meet/exceed deliverables; and experience working collaboratively to reach collective goals.
* Proficient in Microsoft Office Suite including Outlook, Power Point, Word, and Excel.
* Experience with SalesForce is a plus * Bi-lingual (Spanish-English) is a plus *Requirements:* The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to withstand: * Ability to occasionally work more than assigned work schedule.
* Ability to have daily access to reliable personal transportation for work.
* Ability to travel in a car as a driver or a passenger for long periods.
* Ability to lift, push or pull up to 25 lbs.
, including lifting that weight in and out of a vehicle truck and similar tasks.
* Ability to stand for extended periods of time, bend and squat, and to walk over rough ground.
* Ability to sit and work at a computer display for extended periods.
* Must successfully complete a criminal history background check.
* Maintain throughout employment a valid CA driver's license and insured vehicle in good working order.
Must provide a DMV printout and proof of insurance.
*Cultural Competencies:* Girl Scouts of California's Central Coast is committed to a culture that fosters a workplace that is open and inviting to our staff and members.
We at Girl Scouts of California's Central Coast live by the following Guiding Principles.
Specific skills and competencies related to each of our Guiding Principles is in a separate “Cultural Competencies” document.
We expect all members of our staff to embody and develop these competencies.
* *Communicate with compassion:* be open, honest, respectful, clear, direct, and timely.
* *Innovate through change*: be proactive, agile, and responsive.
* *Work with purpose:* be intentional and visionary.
* *Embrace our community:* be supportive, empathetic, collaborative, and appreciative.
* *Be accountable:* own it.
* *Make each day FUNomenal:* we can do it! *GSCCC is an Equal Opportunity Employer committed to diversity.
* Job Type: Full-time Pay: $19.
00 - $21.
00 per hour Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 3 years Shift: * 8 hour shift * Day shift Weekly day range: * Monday to Friday Work setting: * In-person Experience: * Customer service: 2 years (Required) * Call center: 2 years (Required) Work Location: In person