Customer Care Specialist

Girl Scouts of Connecticut•North Haven, CT

1d•Hybrid

About The Position

The Customer Care Specialist supports the day-to-day operations of the Customer Care Department, including call center support, reception coverage, and member service response functions. This full-time role is responsible for delivering exceptional service to internal and external customers by responding to phone, email, and written inquiries; resolving concerns; documenting outcomes; and ensuring timely follow-up in accordance with departmental procedures. This position plays a critical role in maintaining high levels of customer satisfaction by serving as a reliable first point of contact and providing accurate information, resources, and support across departments. The Customer Care Specialist must consistently project a professional, patient, and positive image that reflects Girl Scouts of Connecticut’s values, policies, and service standards. This is a full-time hybrid position with limited in-office responsibilities. The selected candidate must reside in Connecticut and be available to report to the office 2–3 times per month for meetings, training, collaboration, or operational support.

Requirements

Excellent customer service orientation
Strong verbal and written communication skills
Strong listening and problem-solving skills
Attention to detail and data accuracy
Ability to remain calm under pressure
Strong interpersonal and teamwork skills
Adaptability and sound judgment
Ability to work effectively with diverse staff, volunteers, girls, and families
High School Diploma, GED, or equivalent required
Minimum of 2 years of customer service or call center experience preferred
Must reside in Connecticut
Ability to work a flexible day-shift schedule, with occasional evenings during peak operational months
Ability to report to the office 2–3 times per month
Ability to maintain positivity and professionalism on the telephone at all times
Strong proficiency in Microsoft Office Suite and database systems
Ability to operate phone and computer systems simultaneously
Ability to work independently while managing multiple priorities
Strong typing, data entry, and documentation skills
Demonstrated written and verbal communication excellence
Ability to communicate effectively with diverse audiences
Ability to work effectively in a team-based hybrid environment
Demonstrated willingness to learn Girl Scout programs, principles, and standards
Become a registered member and maintain current GSUSA membership
Ability to lift, carry, push, pull, or move objects up to 20 lbs.
Ability to sit for extended periods with continuous computer and phone use

Nice To Haves

Experience working in a nonprofit, membership, or youth-serving environment preferred
Bilingual or multilingual communication skills in English and one or more additional languages, such as Spanish, Portuguese, French, or Polish, are strongly preferred.

Responsibilities

Answer, research, and resolve customer inquiries with the overall goal of improving customer satisfaction.
Respond professionally and patiently to inbound calls, emails, and written requests from members, volunteers, families, staff, and community partners.
Escalate or expedite customer concerns appropriately and ensure timely resolution.
Maintain detailed documentation of customer inquiries, actions taken, and final outcomes.
Ensure the accurate and timely processing of data within membership and customer databases.
Maintain strict confidentiality of all member and customer data.
Collaborate cross-functionally with internal departments to resolve inquiries and ensure Tier 1 responses remain accurate and current.
Identify recurring customer trends, service gaps, or system issues and communicate recommendations to the Customer Care Lead.
Support reception and general front-line customer care functions as assigned.
Embrace and enhance a culture that values diversity and ensures staff, volunteer, and girl experiences reflect the Council’s commitment to diversity, equity, inclusion, and belonging.