Associate, Production Support

Girl Scouts of the USA

1d•$66,000 - $80,000•Remote

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. The Associate, Production Support supports the operational and technical functions of the Digital Cookie platform by reviewing Salesforce inquiries, researching issues, and providing guidance to customer service agents. The role maintains accurate case records, monitors and responds to recurring system challenges, and collaborates with councils, internal teams, and vendors to ensure escalations are resolved effectively. The Associate contributes to customer‑facing resources, provides Tier 2 agents with updates and training, supports order‑related and financial processes, and participates in quality assurance testing and release readiness.

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, and 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 Salesforce, and ability to learn new applications quickly. 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.
Office 365 or similar suites
Competency in PowerPoint or similar presentation software
Competency in Microsoft Excel or similar software
Experience with software ticketing systems, such as Salesforce Service Cloud
Phone call management system, like Skype
Bachelor’s degree or equivalent experience
Minimum of five (5) years’ experience in customer service environment

Responsibilities

Provides direction, updates, and responses to Tier 2 customer service agents to support consistent case handling and information sharing.
Maintains accurate case records, monitors case progress, and identifies trends or recurring issues.
Supports daily production operations by reviewing, researching, and responding to inquiries submitted through Salesforce and other internal systems.
Collaborates with councils, internal teams, and external vendors to ensure escalations are addressed efficiently. Documents Digital Cookie system challenges and contributes to ongoing improvements.
Participates in the development and maintenance of customer‑facing resources, including email templates, ChatBot/Live Chat content, Digital Cookie FAQs, and program communications.
Project manages and maintains automated customer service system emails specific to Digital Cookie, ensuring accuracy, consistency, and timely updates.
Serves as a liaison between Digital Cookie Tier 1 and Tier 2 teams, assisting with training, communicating technical updates, sharing cookie program information, and supporting readiness for technical releases.
Manages the resolution of order‑related issues such as chargebacks, refunds, duplicate orders, address verification, and payment capture failures. Collaborates with and serves as backup for the Director of Production Support on financial vendor tasks, including managing chargebacks, reconciliation processes, and reporting requirements for councils and GSUSA.
Collaborate with internal partners to support quality assurance testing for Digital Cookie and other technical products. Assists in validating system functionality, identifying defects, and documenting findings to support successful releases.
Supports Digital Cookie and other team functions as needed.
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