Associate, Production Support

Girl Scouts of the USA•New York, NY

1d•$66,900 - $88,000•Hybrid

About The Position

The Revenue Office/Girl Scout Merchandise leads merchandising, licensing, product sales, and other revenue streams, which in turn fund both Girl Scouts of the USA programming and administration and local council revenue. The teams at this division include e-commerce, operations, retail, licensing, and the famous Girl Scout Cookie Program and work closely with all the other communities to bring products to market for our Girl Scouts and to the public. The team also collaborates closely with external vendors, sponsors, and external agencies. POSITION SUMMARY The Associate, Production Support is a member of Team Cookie. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the national 800 phone number, Live Chat and email to case inquiries through Salesforce, reinforcing Girl Scouts’ reputation as a leading brand who puts their customers' needs first. Provides general and technical support to users by researching and answering questions and troubleshooting problems. The Associate works with cross-functional teams to ensure timely, accurate, consistent response to customer inquiries. This position will work collaboratively to support escalation, effective communications and provide other customer-related services, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Administrative coordination duties or may support Executive Team with confidential, administrative support; Individual Contributors who may have responsibility for projects or processes and who are still developing.
5+ years relevant experience in customer care/service in phone/email/social media. Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public.
Ability to manage expectations, outstanding organizational skills, strong reading comprehension and ability to communicate results. Demonstrates excellent written and verbal communication skills.
Answers questions and inquiries, problem-solves, and investigates customers’ issues while maintaining a knowledgeable, professional approach to customer care. Ability to handle challenges with a smile, love to help people; strong interpersonal skills, demonstrates empathy and commitment.
Must have strong technical skills, including Microsoft Suite, and ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.
Demonstrates strong problem-solving ability, including within tight timeframes and with multiple customers. Ability to prioritize and multi-task while meeting deadlines.
Develops understanding of the experiences, products, and services of GSUSA. Fosters innovation by seeing opportunities, not just issues or problems.
Focuses on continuous learning and development. Works effectively within team and cooperates and contributes to team knowledge, skills, and processes.
Participates in cross-functional project teams by providing basic customer information or by conducting specific tasks.
Supports Digital Cookie as well as other team functions as needed.
Office 365 or similar suites
Competency in PowerPoint or similar presentation software
Competency in Microsoft Excel or similar software
Experience with the software ticketing system such as Salesforce Service Cloud
Phone call management system, like Skype
Email and Chatbox
Bachelor’s degree or equivalent experience
Minimum of five (5) years’ experience in customer service environment

Responsibilities

Respond promptly to live chat, phone calls, e-mail inquiries and assistance requests based on a working knowledge of GSUSA operations and policies.
Provides technical support to users by researching and answering questions and troubleshooting problems.
Creates and monitors cases in Salesforce Service Cloud case management system.
Learn new technology quickly and thoroughly.
Create tickets (phone to case and web to case) into Salesforce Service Cloud as part of the customer service interaction.
Maintains cases, problem-solve individual customer needs, and responds within the service level agreement for the department and customer type.
Escalate cases to councils, external vendors and to internal GSUSA staff, when necessary.
Identifies Digital Cookie production and documents challenges as needed.
Creates customer service email templates, Live Chat and ChatBot responses.
Reviews and updates Digital Cookie FAQs and marketing emails for all audiences (girl/caregiver, volunteers, customers).
Creates training materials in gsLearn or similar video modules to use in training internal team members.
Manage and resolve order issues – chargebacks investigation, refunds, duplicate orders, address verifications, payment capture failures, and payment vendor outages.
Works with internal partners for quality assurance testing of Digital Cookie and other technical products.
Maintains knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.

Benefits

GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.
Medical and Behavioral Health Coverage
Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
Both plans include GSUSA partial subsidy of premium costs
Dental and vision coverage
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
Company-paid life insurance
Flexible work arrangements
12 weeks of paid parental leave
401(K) with company match
Sick leave
Short- and Long-Term Disability for salary continuation
Health and Wellness Classes and Activities throughout the year
Access to Employee Engagement Groups