Customer Care Specialist

Girl Scouts of San Jacinto • Houston, TX

9h • Hybrid

About The Position

Imagine having the opportunity to create a meaningful employment experience, one that meets your career goals and your desire to do socially responsible work. What type of organization would you choose? For over 100 years, Girl Scouts has empowered girls to develop the skills and confidence to succeed in life. Our inclusive programs cover arts, entrepreneurship, the outdoors, STEM, and more, helping girls discover their strengths and embrace leadership. Through the Girl Scout Leadership Experience, girls build a positive value system, form healthy relationships, and take action to make the world a better place. The Customer Care Specialist receives initial customer inquiries, processes requests and resolves problems within framework of policies and procedures established by the Council, and documents the inquiries within the tracking system. Essential Duties and Responsibilities include the following and other duties as assigned.

Requirements

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Computer and related peripheral equipment, telephone, and other miscellaneous office and computer equipment and tools.
• Ability to work from home, as needed, to include high speed home internet access, accessibility to a non-distracting and uninterrupted space with adequate lighting and ergonomically adequate work-space.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Bi-lingual Spanish/English fluency required.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

• Receive, track and report phone calls, in-person, and email inquiries.
• Answer questions and troubleshoot initial problems as appropriate, escalate more complicated inquiries appropriately, and document all inquiries in the Customer Relationship Management (CRM) software.
• Exceed customer expectations by responding to incoming calls, emails, and in-person requests in a timely manner.
• Ensure a positive and professional customer experience when a customer must be directed to other personnel for assistance.
• Ensure the customer is aware of the process and what to expect.
• Manage customer traffic flow as appropriate for each medium (calls, emails or in-person), and determine why the inquiry came in, working with the customer to provide a friendly, professional and informed response.
• Process customer requests and resolve customer problems within the policies and procedures established by the Council.
• Support volunteer onboarding as assigned. May include following up with customers who do not complete parts of the online onboarding process, entering volunteer information into the CRM software, researching volunteers and sending volunteer appointment information.
• Ensure adequate office supplies and forms are available for volunteer onboarding process.
• Assist in the creation of phone greeting and voicemail scripts.
• Provide after-hours and weekend support as scheduled.
• Administer and maintain special projects as assigned in the areas of financial assistance, data quality and other seasonal volunteer support.
• If available, assist Spanish-language customers with customer service inquiries, and, where appropriate, provide translations of information.
• Perform administrative functions as requested by managers and directors which may include meeting preparation and support, clerical duties, maintenance of department records and data.
• Maintain knowledge and general understanding of registrar and membership data processes to provide backup and peak season support as assigned.

Benefits

• We appreciate your dedication and offer a competitive salary along with a comprehensive benefits package.
• Our benefits include health, dental, and vision insurance, HSA and FSA options, short and long-term disability coverage, life and AD&D insurance, educational assistance, commuter benefits, paid time off, company holidays, and more.
• Join our collaborative and creative team, where you can learn, grow, and make a meaningful impact on our success.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED