Seasonal Customer Care Specialist
Job Details
Experienced
Sacramento Regional Program Center - Sacramento, CA
Seasonal
$15.50 Hourly
None
Day
Essential Duties & Responsibilities

The Seasonal Customer Care Specialist is responsible for ensuring the delivery of a high-quality experience for all first point of contact customer inquiries via phone, email, in-person, or web chat. They will focus on providing exceptional customer service throughout the annual Girl Scout Cookie program, which runs from January through April. 

 

  • Answers incoming calls/requests  
  • Engages in problem-solving and provides solutions  
  • Responds appropriately to all inquiries including but not limited to email, phone, chat and walk-in customers; following a script when needed 
  • 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 
  • Provides high quality service to both internal and external customers by solving inquires during first contact with customer 
  • 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 
  • Achieves 80% Tier 1 case closure rates, with an average handle time under 4 hours, utilizing a knowledge base articles. Tier 1 cases are assigned to the Customer Care team and contain questions or inquiries the team can resolve without escalating the case to a subject matter expert.  
  • Uses 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 
  • Performs other duties as necessary or assigned 
Qualifications
  •  A high school diploma or equivalent, 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, and efficiency in Microsoft Office preferred  
  • Ability to actively listen, critically think, and problem solve  
  • Possess a high attention to detail and ability to follow procedures  
  • Ability to work under minimal supervision  
  • Excellent oral and written communication skills  
  • 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  
  • Proof of COVID-19 vaccination, unless a qualifying religious or medical exemption is needed

 

CORE COMPETENCIES  

  • Oral and Written Communication abilities (i.e. In person, verbal, written, and/or phone) - expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff.  

  • Judgment and Decision-Making - recognizes when immediate action is required; recognizes when sufficient information has been obtained to make a decision; makes decisions where appropriate or refers decisions to the appropriate organizational level; makes decisions without undue delay  

  • Customer Responsiveness - seeks and acknowledges the views and ideas from customers; identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement.  

  • Technical Fluency in systems including but not limited to Microsoft Office including Word, Excel, Outlook, and Customer Relationship Management systems, and social networking.  

 

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 8:00 a.m. to 8:00 p.m. (between team) – subject to change 

 

COMMUNITY STATEMENT

Promote organizational culture and community statement:

The Girl Scouts Heart of Central California Community Statement

We are a community who wants as many girls as possible to be Girl Scouts.

Our community is girl-centric and performance-driven.

As a collective, we care about each other, are sincere and relational with a strong sense of purpose.

As a member of this community, I have certain responsibilities:

I am accountable for individual, team and organizational goals.

  • I am committed to quality.
  • I collaborate when appropriate, am solutions-oriented and thoughtfully solve problems with a sense of urgency.
  • I am able to find a balance between shared and trusted procedures and innovative ideas in order to work effectively and efficiently.
  • I am a professional and exhibit ethical behavior, skills and knowledge competence and leadership development.
  • I challenge my fears and demonstrate courage.
  • I contribute to an environment of inclusivity, belonging and fun.
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