Essential Functions

• Responds appropriately and professionally to all customer inquiries, including but not limited to email, support cases, phone, and face-to-face interactions. Enhances the Council reputation by providing a positive customer experience for both internal and external customers.
• Becomes a subject matter expert for Volunteer Systems. Assists in staff training of these tools.
• Creates and maintains knowledge base solutions for the council case management system.
• Inputs data from source documents into council databases. Receives, receipts, and processes forms and reports.
• Helps provide data integrity for membership databases, including running reports and completing any needed corrective actions.
• Processes financial partnership and membership financial aid requests, as well as some online forms. Assists customers with performing criminal background checks.
• Uses customer care tools to log and track customer support requests.
• Maintains a customer-centric environment in public areas of council facilities.
• Manages, organizes, and maintains files, logs, operating procedures, and records that relate directly to this position.
• Displays a professional demeanor and integrity at all times.
• Maintains strict confidentiality and professionalism when handling sensitive information.
• Adheres to the policies of the Girl Scouts of Central Texas and promotes Girl Scouting in a positive manner to the public as well as to all internal and external customers.
• Performs other duties or assists other projects as assigned.

Required Qualifications

• Minimum of one-two years of work experience requiring interaction with customers.
• Able to learn, understand, and apply new technologies with a short learning curve.
• Proven record of customer responsiveness and active listening skills.
• Attention to detail and expert organizational proficiency.
• Strong communication skills, both verbal and written.
• High-level proficiency in Microsoft Excel, Word, and Outlook or similar productivity software.
• Ability to work independently and meet deadlines with limited supervision.
• Ability to make a commitment to the philosophy of Girl Scouting, both nationally and locally.
• Ability to effectively interact, work, and collaborate with people of various cultural backgrounds and promote an environment of inclusivity.
• Yearly membership in GSUSA is required.
• Satisfactory results from a criminal background check are required.

Education

• High school diploma or equivalent of one to two years customer service work experience.

Preferred Qualifications

• Bilingual in English/Spanish.
• General knowledge and experience working with CRM tools (e.g., Salesforce).
• Associate or bachelors degree.

Physical Requirements

• Capable of lifting up to 30 lbs.
• Capable of viewing computer monitor for long periods.

Environmental Demands

• Continuous indoor activity and exposure to florescent light.
• Outdoor activities and exposure to weather.
• Ability to work in the office and travel to other locations within the council jurisdiction.
• Work some nights and weekends, as needed.
• Frequent work under stress and under pressure of deadlines.

Important Note: The information contained in this job description is intended to outline the general nature and scope of work being performed by an employee assigned to this position. It is not intended to be construed as a contract, or as an exhaustive list of all responsibilities, duties and capabilities required of a person employed in this capacity. Job descriptions are subject to change at the discretion of the Girl Scouts of Central Texas.

Girl Scouts of Central Texas is an Equal Opportunity Employer.