Director, Customer Care
Job Details
Management
Sacramento Regional Program Center - Sacramento, CA
Full Time
Degree and/or Applicable Years Experienc
Up to 25%
Day
Essential Duties and Responsibilities

The Director of Customer Care is a critical member of the council leadership team. The Director is responsible for, but not limited to, managing all aspects of a multi-channel contact center, including staff training and supervision, resolution of customer issues, implementation of organizational customer service strategies, development of reference materials and standard operating procedures, and oversite of quality control and call monitoring processes. The Director will work in collaboration with the entire organization to ensure that operations and interaction with our members continually meets and/or exceeds their expectations.

 

  • Evaluates team performance and customer satisfaction utilizing dashboards and overall Key Performance Indicators (KPIs) including, but not limited to, case closure rate, total cases opened and closed, first contact resolution, use of council knowledge articles, and Net Promoter Score (NPS)
  • Supports a number of customer platforms including MyGS, Looker, VTK, event/camp registration tools, gsEvents, gsLearn and cookie software to assist in registration and troubleshooting Tier 1 issues
  • Documents business processes, creating Standard Operating Procedures, that strive to improve customer satisfaction
  • Prepares and shares data and insights that support other council functions in making decisions and developing processes with the customer in mind
  • Responds to all inquiries in a high quality, customer-friendly and efficient manner that will yield overall customer satisfaction and ensure a professional image of the organization
  • Develops departmental goals in accordance with the council’s strategic plan and priorities
  • Manages cross departmental relationships to build a robust knowledge database that increases first contact resolution of customer inquiries
  • Supervises Customer Care Team providing direction that results in maximized productivity and excellent customer service both internally and externally
  • Coaches team regularly and identifies opportunities for staff that result in improved job satisfaction, job performance, professional growth, and overall engagement
  • Delivers year-round performance feedback, and conducts timely performance discussions and reviews
  • Audits customer interactions throughout the organization for accuracy, timeliness, and quality customer experience
  • Provides leadership throughout the organization
  • Develops and manages departmental budgets and resources
  • Establishes and maintains effective working relationships with member, volunteers, staff, and vendors
  • Provides support to other departments during key times each year
  • Ensures all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities
  • Performs other duties as necessary or assigned
Experience, Skills and Qualifications
  • Bachelor’s degree or higher, or equivalent experience with 4+ years customer service experience in a contact/call center, and at least 2+ years of managerial experience
  • Bilingual/bicultural (English/Spanish) skills and knowledge preferred
  • Experience in Customer Relationship Management systems, such as Salesforce preferred
  • Technical fluency in systems including but not limited to Microsoft Office including Word, Excel, and Outlook
  • Able to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff
  • Able to work with minimal supervision and manage a wide variety of projects simultaneously
  • Able to creatively solve problems, using critical thinking to make sound decisions, engaging other staff when appropriate
  • Able to adapt leadership style to a variety of situations
  • 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

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 7:30 a.m. to 8:00 p.m., daily (between team) – subject to change.
  • Willing to travel as required, up to 20% of the time within council boundaries.

OTHER

  • Proof of COVID-19 vaccination and booster, unless a qualifying medical or religious exemption is needed
  • Valid driver’s license, a clean driving record, and proof of insurance
  • Available for council-required events (i.e. Annual Meeting, Mega-drop, etc)
  • 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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