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Customer Care Coordinator

Company: GIRL SCOUTS OF SOUTHERN NEVADA INC
Location: Las Vegas
Posted on: June 12, 2021

Job Description:

Job DetailsLevelExperiencedJob LocationGirl Scouts of Southern Nevada - Las Vegas, NVPosition TypeFull TimeSalary Range$30,000.00 Salary/yearJob CategoryCustomer ServiceJob SummaryFLSA Status: Full Time (Regular), Non-ExemptStarting Salary: $30,000.00 per yearThe Customer Care Coordinator is responsible for providing an exceptional level of customer care as the first point of contact for Girl Scouts of Southern Nevada (GSSNV) members and customers in-person, via email and phone. As the organization's primary interface with existing and potential members, this role will solve inbound concerns and inquiries in an effort to make it as desirable as possible to be a member of the Girl Scout movement. Serves visitors by greeting, welcoming, and directing them appropriately; notifies Girl Scout personnel of visitor arrival if necessary. Bilingual in Spanish preferred.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may need to be assigned according to the particular needs of your council and areas of supervision.Serve as the first point of contact for inquires via phone, email, or in person, providing a positive customer experience to all members, both external and internal. Learn inquiring customer's full narrative to best assist them with their request. Maintain customer relationship management database by entering information quickly and accurately. Participates in efforts to improve efficiency. Log and document any communications with members in a shared Customer Relationship Management (CRM) software - Salesforce.Utilize Salesforce tools to provide record management for all types of information.Ensure all member contact information is correct with each customer touchpoint. Troubleshoot and answers internal and external customer inquiries and issues. Maintain an average 1-business day closure rate of 85% or higher. Strive to resolve customer inquiries in an average of 4 hours or less. Meet with subject matter experts throughout the organization to knowledge-mine answers to frequently asked questions. Provide basic membership registration supportAssist customers with registration for programs and eventsResponsible for maintaining knowledge and having up-to-date information about organizational initiatives/events that relate to member experienceDevelop a friendly and familiar relationship with all volunteers, members, and staff to support the organization's mission, goals and strategic priorities. Ensure all girls and adults feel welcome by delivering the Girl Scout message of diversity, equity, and inclusion to all communities. Actively participate in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude. Receive and distribute incoming mail; and prepare outgoing mail/ packages for postage; Log and photocopy checks received in the mail and submit to FinancePrepare overnight and express packages, coordinate courier deliveriesListen to general voice mail messages; distribute messages to staffProactively maintain office equipment (copier/printer/scanner), including paper levels, toner levels, and postage levels; call for service as neededProvide back-up coverage for Retail Sales if neededMaintain organization and cleanliness of reception, conference rooms, storage and kitchen areas Manage office supplies inventory within set budgetOversee reservations for council headquarters rooms and shared vehiclesCollaborate and work cross-functionally with departments to support council initiativesAttend all mandatory and regular meetings/events including but not limited to all-staff, departmental, team, and other staff meetings/events when requested or assigned.Other duties as assigned.QualificationsBachelor's degree in a relevant course of study, or equivalent experience. Minimum of 2 years of data entry and customer service experience Previous Customer Relationship Management (CRM) application experience; Salesforce preferred. Previous experience with call center level phone systems preferred.Excellent communication and interpersonal skills - oral and written. Bilingual in Spanish preferred.High proficiency in email management, calendar management, and Microsoft Office. Calm and friendly demeanor. Active listening skills. Highly organized, detail focused, and self-motivated.Demonstrate a commitment and ability to interact with diverse populations. Demonstrate ability to handle sensitive information; ability to manage conflict resolution Work Monday to Friday during office hoursOccasional evenings and weekend work may be required as job duties demand.Sufficient eye-to-hand coordination to successfully operate a computer keyboardAbility to work a flexible schedule including early evenings and weekendsAbility to multi-taskAbility to give and receive information by telephone and in personAbility to sit upright for extended periods of timeAbility to occasionally climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.Girl Scouts Membership required upon hire.COMPENSATION/BENEFITSThe Council provides a comprehensive and competitive salary and benefits package, which includes medical, dental, vision, life and disability insurance, a 401k plan, and attractive time off.Disclaimer: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.Background Check Required as Condition of EmploymentGirl Scouts of Southern Nevada is an Equal Opportunity Employer (EOE) located in Las Vegas, NV.

Keywords: GIRL SCOUTS OF SOUTHERN NEVADA INC, Las Vegas , Customer Care Coordinator, Other , Las Vegas, Nevada

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