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Member Care Specialist / Receptionist

Employer
Girl Scouts of Greater Atlanta
Location
Mableton, Georgia / On-site
Salary
$16.00-$17.00 per hour 
Closing date
Jun 19, 2022

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Job Details

Job Title:  Member Care Specialist / Receptionist 

Reports To:  Director of Business Systems 

Status:  Full time On-site 

Salary: Non-Exempt/$16.00-$17.00 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 Member Care Specialist 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. Member Care Specialists 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. * 

Company

Our Mission

Girl Scouting builds girls of courage, confidence, and character, who make the world a better place.

Company info
Website
Telephone
800-771-1139
Location
5601 North Allen Road SE
Mableton
GA
30126
United States

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