Position Title: Customer Care Assistant

Reports To: Director of Marketing, Communication, and Customer Care
FLSA Status: Hourly Non-exempt

Salary: $15.00 hourly, (full time based on 2080 annual hours) Benefit Package Available

Qualifications:

• High School diploma or equivalent required.
• Two (2) years advanced experience in customer service and a commitment to Diversity, Equity, Inclusion and Racial Justice.
• Strong mathematical skills.
• Attention to detail.
• Exceptional organizational and analytical skills.
• Excellent judgment with the ability to work independently and manage multiple projects and deadlines.
• Advanced proficiency in Windows Operating Systems and Microsoft Office Suite

POSITION SUMMARY:

The Customer Care Assistant is the first responder to any incoming inquiries to Girl Scouts of Minnesota and Wisconsin Lakes and Pines. They answer phone calls, emails, Social Media inboxes, and walk-in queries about general information. Assists customers in membership renewal, and membership, program, and property registration.

The Customer Care Assistant documents all questions received via Volunteer Systems. The Assistant strictly adheres to format requirements in Volunteer Systems when maintaining the case queue ensuring that cases are resolved and closed in a timely and satisfactory manner that supports customer satisfaction. The Assistant displays excellent customer service skills, generating timely and accurate response to all customers’ questions as a priority. Provides clerical support to all teams and daily operational retail sales support.

RESPONSIBILITIES including but not limited to:

• Duluth office: Provides daily operational Retail Sales support, clerical support to CEO and COO, manages property rental, and volunteer background check process.
• Waite Park office: Provides daily operational Retail Sales support updates and maintains knowledge articles in Volunteer Systems, runs, and distributes closed case reports, develops staff newsletter, manages voicemail messages for council main line.
• First responder to phone calls, emails, social media messages, and walk-in customers creating a welcoming atmosphere complaint with GSMWLP’s Diversity, Equity, Inclusion and Racial Justice standards.
• Answers customer and public questions, using the knowledge article system to ensure consistent response to questions in a timely, accurate and efficient manner, contributing to a positive Net Promotor Score.
• Escalates incoming decision-based questions to appropriate staff in a timely and efficient manner generating cases and/or tasks as appropriate.
• Answers all Program/Event/Training knowledge-based inquiries
• Manages camp property reservation process
• Performs data entry into specific data fields using database commands, formats record as necessary into the council’s integrated Volunteer Systems, and maintains confidentiality of all processed information
• Adheres to documentation standards detailed in the Standard Operating Procedure Manual, ensuring all queries are appropriately document in Volunteer Systems.
• Maintains the Knowledge Articles base in Volunteer Systems, creating and assisting in approval of both internal and customer-facing solutions
• Process incoming mail: date stamp, open, sort and distribute
• Assist with receipting incoming revenue for all property, programs, camps, membership, trainings, donations, product sales, and miscellaneous income, forwarding documentation/receipts to the appropriate staff
• Process items for shipping and mailing via appropriate carrier including packaging, labeling and documentation to ensure timely delivery.
• Process outgoing checks: mail checks to recipients; return internal documentation to the Finance department for filing
• Ensure accurate records are kept through the Council POS system (entry of sales and inventory received)
• Process daily cash deposits
• Provide general clerical support for all teams in support of council strategies
• Know and be responsible for all agency policies, guidelines, and procedures; Special Projects and other duties as assigned by the Director of Marketing and Customer Care, COO and/or CEO.

Essential Functions:

• Ability to successfully complete all pre-employment and post-employment screenings including, but not limited to, background check
• Ability to follow and maintain safe working practices at all times
• Ability to frequently and effectively operate office equipment, including register, keyboard, copy machine, fax machine, multi-line telephone, and mail meter.
• Ability to lift and carry up to 50 pounds, including but not limited to, shop inventory
• Ability to apply independent discretion within the boundaries of the position
• Maintain registration as a member of the Girl Scouts of the USA
• Ability to travel to various event and activities, including overnights
• Ability to work various days and hours including weekends and evenings
• Ability to effectively communicate, both verbally and written
• Ability to represent and model the mission and vision of Girl Scouts of Minnesota and Wisconsin Lakes and Pines.

Job Type: Full-time

Pay: $31,200.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Waite Park, MN 56387: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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