Job Title: Member Services Representative
Department: Mission Delivery
Location: Chattanooga, TN
FLSA Status: Non-Exempt
To apply for position, please email resumé and cover letter/email to email@example.com. Alternately, a resumé and cover letter may also be mailed to Human Resources, Girl Scout Council of the Southern Appalachians, 1567 Downtown West, Knoxville, TN 37919. Please note job title in your email subject line or in your cover letter.
Deadline to apply is 4:30 p.m. (Eastern) on Monday, September 9, 2019, or until position is filled. Background check and drug test required.
Here at GSCSA, we each consistently follow the Girl Scout Law and Girl Scout Promise in our daily lives. We thrive in a fast-paced and changing environment of go-getters, risk-takers, innovators, and leaders.
BASIC JOB FUNCTION
Under guidance of the Member Services Manager, the Member Services Representative is the first point of customer contact for inquiries via phone, email or in person, including retail shops. Responsible for providing the highest level of customer service to all current and prospective members, both external and internal, by utilizing all systems, policies, and procedures established by the Council.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
SUGGESTED MINIMUM JOB REQUIREMENTS
· High School Diploma, GED, or equivalent knowledge.
· At least one year of experience in providing prompt and courteous customer service in retail, food service, call center, or similar fast-paced customer service environment.
· Regular and prompt attendance required.
· Maintenance of Girl Scout membership throughout employment. Adult Girl Scout members may be female or male.
· Bilingual Spanish preferred but not required.
KNOWLEDGE, SKILLS AND ABILITIES
· Knowledge of Girl Scout Leadership Experience (or ability to learn quickly upon job entry).
· Knowledge of the best practice and principles of excellent customer service.
· Excellent oral and written communication skills (i.e. in person, verbal, written, phone, and/or via other electronic media) with a diverse range of audiences.
· Excellent interpersonal skills.
· Good grammar, voice, and diction.
· Excellent technical and keyboarding computer skills in Microsoft Windows, Microsoft Office including Word, Excel, and Outlook, retail software, and Customer Relationship Management (CRM) systems (including ability to navigate through different computer screens).
· Excellent independent decision-making skills and strong resourcefulness.
· Demonstrated flexibility, adaptability, self-management, and organization with a strong attention to detail.
· Ability to role model GSCSA culture and represent Girl Scouting in a professional manner.
· Ability to embrace change and strive for continual professional development.
· Ability to skillfully use a variety of questions and other active listening techniques (including techniques to promote a robust discussion with members/customers to identify needs and problem solve with customers).
· Ability to function as a self-starter who can work independently with minimal oversight and take initiative as well as accept direction on given assignments.
· Sales ability.
· Ability to work with a wide range of sensitive and confidential issues.
· Ability to coordinate multiple projects while managing conflicting priorities and deadlines, and short- and long-term project goals, objectives, schedules, and priorities in line with council goals.
· Ability to establish courses of action for accomplishing goals while attending to and incorporating information obtained during day-to-day administrative tasks.
· Ability to manage high call volumes while meeting or exceeding customer’s needs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Sufficient eye-to-hand coordination to successfully operate a computer keyboard.
· Ability to communicate orally and in writing.
· Ability to use computer keyboard and talk at the same time.
· Sufficient visual acuity to make appropriate judgments with regard to written materials.
· Ability to sit upright for extended periods of time.
· Ability to exert up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
· Ability to stand for long periods of time.
· Ability to work extended hours, nights, and weekends as necessary to support mission delivery operations.
· Ability to travel within Council service area as needed.
· Other demands, as determined by the Council.
Service Center & Retail Operations
· Creates the positive first impression of GSCSA either in person, by telephone, or by written/electronic means.
· Ensures inbound calls to GSCSA are answered and in-person customers are greeted promptly.
· Uses Customer Relationship Management (CRM) database solutions, Sandler techniques, and knowledge of GSCSA’s structure and policies to ensure each customer’s needs are met in a timely manner.
· Handles and successfully resolves customer retail issues (including ringing up sales and handling of returns).
· Notifies Buyer of retail items and any merchandize quality issues needed to order to maximize customer satisfaction and profits.
· Manages and maintains stock levels and stock controls at assigned Council store to ensure adequate and appropriate stock levels.
· Collaborates with Buyer to organize special promotions, sales, displays, and events at assigned Council store.
· May handle shipping of orders as backup.
Lead Generation & Recruitment
· Promotes and participates in lead generation and recruitment campaigns as defined by Girl Scouts of the USA and/or assigned by council leadership.
· Assists Experience Management teams in scheduling or confirming recruiting dates.
Conversion, Placement, and New Member Engagement
· Follows standard operating procedures for inside sales staff as defined by Girl Scouts of the USA and/or assigned by council leadership, in order to meet or exceed lead and pipeline conversion goals.
· Assists Experience Management teams in ensuring that new volunteers complete membership process, background checks, and applicable training.
· Assists Experience Management teams in ensuring that troops details are accurately displayed to current and prospective members.
Service Delivery, Troop Support, and Renewal
· Assists Experience Management teams in encouraging early and on-time membership renewal.
· Encourages troops and service units to utilize the volunteer toolkit.
· Encourages troop and service unit product program participation.
· Encourages High Awards achievement, outdoor experiences, and STEM programming.
· Responds promptly to calls and cases in the CRM.
· Provides ongoing appreciation and recognition to volunteers.
· Serves as secondary volunteer contact to designated volunteers as assigned, maintaining strong cross-functional relationships with Experience Management.
· Participates fully in cross-functional assignments for the Council’s key performance indicators (including, but not limited to, recruitment, retention, philanthropy, and product).
· Follows established procedures pertaining to Customer Engagement Initiative that support both team and cross functional goals.
· Provides an exceptional customer service experience to both internal and external customers through timely communication, follow-up and problem-solving.
· Other duties as assigned.
For Bilingual Spanish positions:
· Assists cross-functionally with the translation of solutions, forms, marketing, and/or training materials.
· Alongside designated recruiters, provides customer service to Spanish-speaking families at recruitment events.