Call Center Representative

5 days left

Location
Mableton, Georgia
Posted
Sep 23, 2019
Closes
Oct 23, 2019
Focus Areas
Youth Development
Position Type
Full Time

Job Title:  Call Center Representative

Reports To:  Director of Business Systems

Status:  Full time

Salary:  Non-Exempt/$16.00 per hour

Location:  Mableton, GA

JOB SUMMARY

 Girl Scouts of Greater Atlanta is seeking a full-time, customer-centric enthusiast who thrives in a team-based, call-center work environment focused on providing the highest level of customer service to all members/customers. The  Call Center Representative will exceed expectations by creating a culture of Customer Service Excellence with each customer interaction (internal/external) as an opportunity to provide courteous, timely and quality service, and by exhibiting professional behavior becoming of the Girl Scout brand, Promise and Law. He/She is responsible for providing direct service to members/customers by telephone and/or by email to fulfill requests.  Call Center Representative will be the frontline of all our communication opportunities with current and potential members and will provide a robust member experience for Girl Scouts of Greater Atlanta programs and services.

DUTIES AND RESPONSIBILITIES

1) Customer Service and Administration

  • Answer inquiries by clarifying desired information, researching, locating and delivering findings, anticipating responses, and thoroughly answering any follow-up questions within an established timeframe.
  • Monitor and respond to assigned case types completely and accurately within the framework of policies and procedures established by the council.
  • Provide tech support for multiple customer-facing online systems.
  • Maintain knowledge and understanding of registration and volunteer management processes to provide backup support as assigned.
  • Develop and convert girl and adult membership leads.
  • Track and maintain member records on the organization’s Salesforce CRM database.
  • May train other Member Care team members.
  • Provide Front Desk/Reception support as assigned.
  • Provide after-hours support as scheduled for help desk and customer service requests.

2) Membership/Customer Engagement

  • Proficient in girl and adult-related trends, communication trends, and ability to utilize sales techniques to achieve membership goals.
  • Sell the Girl Scout experience via phone and email correspondence to increase membership and participation in Girl Scouts programs and activities.
  • Work interdepartmentally to support external recruitment efforts and ensure effective resolution of girl and adult registration stoppage.
  • Supports the Membership Team’s efforts and completes the prospect’s membership process.
  • Follow up on leads and referrals resulting from Area Executive’s activity in a timely fashion.
  • Support membership/volunteer renewal workflow to retain members and volunteers.
  • Establish rapport with members, volunteers, and internal team members to build trust and confidence.
  • Communicate and support Area and Regional Executives by providing status reports of potential members who are delayed in registering.
  • Maintain on-going communication with staff and volunteers in assigned area to assure that troop and volunteer catalogues reflect current opportunities for prospective members. 
  • Process volunteer applications, background checks, financial aid, and bank letters.
  • Use discretion and maintain a high level of confidentiality when handling personal information of girl and adult members.

3) Data Entry & Reporting

  • Ensure efficient, timely, thorough, and accurate data is entered in the appropriate database.
  • Verify database information and make changes where necessary.
  • Run routine reports to complete tasks and effectively improve ability achieve individual and council goals.
  • Participates in council and area data entry projects, and other projects as needed.

QUALIFICATIONS

  • Associate’s or undergraduate degree or one-year equivalent professional experience in related field (call center, sales, or membership recruitment).
  • Experience with customer relationship management and registration systems.
  • High attention to detail; completes tasks thoroughly with an eye for detail and attention to accuracy.
  • Ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs.
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Ability to set priorities, multi-task and meet deadlines in a fast-paced environment.
  • Demonstrated ability to work with general supervision; must be self-motivated to complete tasks and ask for support when needed.
  • Ability to maintain confidentiality.
  • Accepts and promotes the values of the Girl Scout Promise and Law.
  • Other duties as assigned.

PREFERRED SKILLS

  • 1-3 years of direct sales experience.
  • Bilingual (English/Spanish).
  • Experience using Salesforce CRM database.
  • Proficient in Microsoft Office package: Word, Excel, OneNote, and Outlook.
  • Ability to learn new databases and online tools quickly.
  • Critical and strategic thinker.
  • Ability to exercise discretion, initiative, and appropriate judgment in making sound decisions and in developing solutions to problems. 
  • Strong organizational and time management skills.
  • Knowledge of Girl Scout organization including: mission and programs.

Working Conditions

  • Willingness or ability to work flexible hours, including some nights and weekends.
  • Continuous work as a team member and ability to work independently with some supervision.
  • Frequent work under stress and under pressure of deadlines with overlapping projects.

Physical Requirements

  • Capable of viewing a computer monitor for long periods.
  • Frequent sitting, bending and twisting upper body.
  • Capable of lifting up to 30 lbs.

*Must successfully complete a criminal, national sex offender search, and motor vehicle background check. *

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