Analyst, CS Experience
About The Position
The Analyst, CS Experience is a customer-facing member of Girl Scouts of the USA’s customer service and support team. The role responds to assistance requests and concerns received through the national 800 phone number, live chat, email, Salesforce case inquiries, and social media monitoring platforms, supporting GSUSA’s reputation for prioritizing customers. The Analyst provides general and Level 1 technical support by researching and answering questions, troubleshooting problems, and maintaining workstation performance. They create, manage, and escalate cases in Salesforce Service Cloud, respond within applicable service-level agreements, and collaborate with cross-functional teams to provide timely, accurate, and consistent customer responses. The role also supports or leads assigned special projects and analyzes ticket trends and volume to identify possible improvements. The Analyst builds and maintains cooperative, supportive relationships with the direct team, volunteers, Girl Scout councils, GSUSA staff, and the general public. The position reports to the Director, CS Experience. This is a full-time remote position with a Tuesday–Saturday schedule, 11 a.m.–7 p.m. ET, and a 35-hour workweek. Occasional evening and weekend work may be required. Travel is 0–10%.
Requirements
- Bachelor’s degree or equivalent experience.
- At least three years of experience in a customer service environment.
- Advanced knowledge of managing customer service and support inquiries through phone, chat, email, and social media channels.
- Demonstrated understanding of customer service concepts, with tact and an appropriate sense of urgency when dealing with the public.
- Ability to manage expectations, strong organizational skills, strong reading comprehension, and ability to communicate results.
- Excellent written and verbal communication skills.
- Strong interpersonal skills, empathy, commitment to helping people, and a professional, supportive approach.
- Strong problem-solving ability, including under tight timeframes and while handling multiple customers.
- Ability to multitask while meeting deadlines and deliverables.
- Ability to learn new technology quickly and thoroughly.
- Ability to work effectively with a team, contribute to shared knowledge and processes, and participate in cross-functional projects.
- Advanced competency in software ticketing systems such as Salesforce Service Cloud.
- Advanced competency in phone call management systems.
- Competency in Office 365 or similar suites.
- Competency in Microsoft PowerPoint or similar software.
- Competency in Microsoft Excel or similar software.
- Competency in NetSuite or similar ERP systems for order tracking and customer support.
Nice To Haves
- Direct customer-facing help desk ticketing experience.
- Bilingual Spanish skills.
Responsibilities
- Respond promptly and thoroughly to inquiries and assistance requests received through social media, phone, live chat, and email, using GSUSA policies, reference materials, alerts, FAQs, and other available resources.
- Provide general and Level 1 technical support by researching and answering questions, troubleshooting problems, and maintaining workstation performance.
- Create phone-to-case and web-to-case tickets in Salesforce Service Cloud, monitor cases, manage assigned tickets, and respond within departmental and customer-specific service-level agreements.
- Investigate customer problems, research answers, and guide customers through corrective steps while providing knowledgeable and professional customer care.
- Escalate tickets to councils or internal GSUSA staff when necessary, and route or move tickets among appropriate queues, including Digital Cookie, Technical, Information and Referral, and Merchandise.
- Support or lead special projects as assigned, including work based on subject matter expertise and cross-functional project participation.
- Analyze and report trends and ticket volume to identify potential performance improvements.
- Help manage the organization-wide Functional Directory and contribute to the Salesforce Knowledge Base (Solutions).
- Maintain knowledge of GSUSA’s staff organization and ensure tickets are escalated and followed through to the appropriate person or department.
- Work collaboratively with the team and cross-functional partners to improve support escalation, communications, and other customer-related services.
Benefits
- 20+ days of paid time off, two floating holidays, and nine workplace holidays annually.
- Paid year-end office closure between Christmas and New Year’s.
- Medical and behavioral health coverage, including wellness, hospitalization, and fertility assistance; GSUSA partially subsidizes premium costs.
- Dental and vision coverage.
- Health Savings Accounts and Flexible Spending Accounts, including Health, Dependent Care, and Limited FSA options for eligible employees.
- Company-paid life insurance.
- Flexible work arrangements.
- 12 weeks of paid parental leave.
- 401(k) with company match.
- Short- and long-term disability for salary continuation.
- Health and wellness classes and activities throughout the year.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
