Girl Scouts of Eastern Washington & Northern Idaho is hiring a Customer Care Manager to join our team at the Spokane Program Center!

Full-time w/ full benefits! - Monday thru Friday, 9AM to 5PM - $21. per hour

GSEWNI is a non-profit organization. The GSEWNI council serves an area comprised of 19 counties in Central and Eastern Washington, and 10 counties in Northern Idaho for a total of 29 counties covering 67,000 square miles. The council is headquartered in Spokane, Washington and has regional field staff located in the Tri-Cities, Washington and Coeur d' Alene, Idaho. GSEWNI serves approximately 4,000 girls in kindergarten through 12th grade with the help of 2,000 dedicated adult volunteers. Girls are at the center of everything we do as a council. Girl Scouts is the preeminent leadership development organization for girls, the leading authority on girls' healthy development and we are working daily with girls and women to transform the leadership landscape for girls into the next century.

POSITION SUMMARY:
The Customer Care manager defines and delivers customer service fielding calls, email, and supporting visitors representing 29 counties in Washington and Idaho. This position is central to the operations of the council and requires a person who can be cheerful and professional at all times. This position also supports internal stakeholders. CCM will work with department directors to support business processes and procedures. CCM must be able to multi task with internal requests and incoming phone calls and emails. Must have great time management skills.

PRIMARY RESPONSIBILITIES OF POSITION:

• . Supports functions of a multi-channel contact center.
• Answers incoming calls/requests; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email, phone and walk-in customers
• Maintains a customer-centric environment in public areas of council facilities.
• Manages and provides a high quality of customer service.
• Ensures and provides quality service to both internal and external customers.
• Answers inquiries by clarifying desired information, researching, locating and delivering findings.
• Maintains contact center database by entering information accurately and quickly.
• Enhances organization reputation by providing a positive customer experience for all those contacted, either in person or by phone .
• Customer Service
• Customer Responsiveness - seeks and acknowledges the views and ideas from customers (for example, internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement. Displays comfort in presenting the value behind solutions in a way that resonates with what is most important to customers of the organization.
• Greets office visitors and reaches out to appropriate staff as needed.
• Systems Administration.
• Updates member records as needed in Salesforce. .
• Conducts user testing of new releases and functions in coordination with gsEvents and other platforms as needed.
• Tests processes, procedures and applications to ensure accurate results prior to production activation.
• Reports regularly to COO on process improvements needs.
• Performs other duties as assigned.

QUALIFICATIONS:
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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High school diploma or equivalent with experience in an office environment with superior customer service, organizational, and communication skills.
• Bi-lingual English/Spanish preferred
• Valid Driver's License and insurability preferred.
• Reliable transportation required.
• Ability to pass background check.
• Must be experienced with office equipment, multi-line phone system, and cashiering.
• Must be experienced in the use of computers including Microsoft Office: Word, Excel, and Outlook. CRM experience, especially Salesforce, desirable. Must be able to learn, understand, and apply new technologies with ability to understand the basic data quality principles and practice. Must be able to compile information and develop related reports, using council software.
• Willingness to subscribe to the principles of the Girl Scout movement, including acceptance of the Girl Scout philosophy and willingness to maintain membership in the Girl Scouts USA.
• Must be able to work independently with little supervision.
• Reliability a must.

Physical Abilities: To perform this job successfully, an individual must be able to:
Occasionally lift objects up 50 pounds, repetitive movement of the wrists, hands and/or fingers. Rarely climb, pull, stoop, kneel, crawl, twist and crouch. Must be able to stand or sit for long periods of time and work in inclement weather.

Mental & Other Skills/Abilities: To perform this job successfully, an individual must have the:

• Multi-Tasking Ability: ability to handle many diverse tasks/projects at one time; ability to prioritize and complete them on time.

Work Environment:
While performing the essential duties/responsibilities of this job, the employee is exposed to typical office environment conditions and noise levels. Multi-tasking in a fast-paced environment is an integral part of this position, as is the ability to work with high-stress situations based on the nature of GSEWNI mission and daily work.

Some travel may be required based on the work demand throughout the 28-county area and/or conferences and conventions as approved.

The management of this organization believes that every employee has the right to work in surroundings that are free from discrimination. It is our policy to hire, compensate, promote, train, transfer, discipline, discharge, and make all other employment-related decisions without consideration of an employee's race, color, creed, sex (including pregnancy), sexual orientation, gender, gender identity, religion, age, national origin, physical or mental disability, veteran status, marital status or any other basis prohibited by local, state or federal law. All employees of this Council are prohibited from engaging in unlawful discrimination. All staff are provided a safe and inclusive work environment.


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