Customer Care Specialist (Full Time)

Page Mechanical Group, Inc.; Cherry Hill Township (NJ); On-site; USD 36,000 - 40,000; Full time

Job summary

Girl Scouts of Central & Southern New Jersey is seeking a Customer Care Specialist to be the first contact for inquiries by phone, email, and web submissions, delivering the highest level of service to members and staff. You will support multi-channel contact center processes, enter data into the CRM (Salesforce) and maintain accurate records while helping to resolve issues promptly and professionally.

The ideal candidate has a High School diploma, 2+ years of experience, and strong Microsoft

Qualifications

• High School diploma or equivalent experience required.
• 2+ years of professional experience preferred.
• Experience with Microsoft Office, CRM systems and social networking is expected.

Responsibilities

• Serves as the first point of contact for inquiries via phone, email and web submissions.
• Researches inquiries and delivers solutions using CRM guidelines.
• Maintains the contact center database with accurate and timely data entry.
• Provides a positive customer experience and supports across departments via CRM tools.
• Performs clerical tasks and file management for department records and CRM-related items.
• Handles back-office registrations and property reservations as needed.

Skills

Microsoft Office

CRM systems

Customer service

Multichannel support

Problem solving

Education

High School diploma or equivalent

Tools

Salesforce

Job description

Customer Care Specialist

OUR MISSION: We accept and implement the Girl Scout Mission to build courage, confidence and character to make the world a better place; We agree to uphold the Girl Scout Promise and Law.

THE GSCSNJ WAY: Our team members are receptive to new ways of doing things that translate new ideas into the creation of meaningful Girl Scout Experiences for our members. They are not afraid to take risks; they learn from failure; they work together to achieve success;they exchange ideas to create value, allowing the unexpected to happen. Team members are innovative, have a "Think Outside the Box" mindset and enjoy collaborating with others.

OVERVIEW OF POSITION: The Customer Care Specialist serves as the first point of contact for inquiries via phone, email and web submissions. The role is responsible for providing the highest level of customer service to all members/customers, both external and internal (staff).

SUCCESS FACTORS

• Level of customer service and the evaluation of customer experience as measured by customer satisfaction score.
• Accuracy and quality of administrative work

ESSENTIAL RESPONSIBILITIES

This list is not meant to be exhaustive of all tasks and responsibilities. Other duties may be assigned as needed or may be unique to a specific instance of a job.

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, in-person and phone using the case management solution guidelines of the CRM of record - Salesforce.
• 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 through email or by phone.

Provides functional support through the use of council CRMs for all departments.

• Data entry of back-office registrations and property reservations.
• Completes functional tasks within the CRM(s) of record.
• Clerical functions, file management of department files and folders, paper handling as required.
• Responsible for the maintenance of the database with the fulfillment of QC reports CRM of record.

Education, Experience, and Skill Requirements

• High School diploma or equivalent experience required.
• 2+ years of professional experience preferred.
• Technical computer skills in Microsoft Office for documents, spreadsheets and presentations, customer relationship management systems, and social networking.

Must be able to learn, understand, and apply new technologies with ability to understand basic data quality principles and practices.

Physical Requirements

For office-based positions, the general physical expectations are that:

• Individuals will be able to read materials and respond in writing or verbally.
• Individuals will actively participate in meetings in person or over the phone.
• Individuals will be able to operate a computer keyboard, calculator, copier machine, and other office equipment.
• Individuals will primarily perform tasks at a sitting desk. Individuals will move around the office as needed to gather files, attend meetings, etc.

Reasonable accommodations will be provided as needed.

Salary Range: $36,000.00-$40,000.00 annually

We are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees, volunteers, and applicants are treated with fairness, dignity, and respect. We provide equal employment opportunities to all qualified individuals without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable law. We are committed to creating a welcoming environment that reflects the diverse communities we serve.