Retention Specialist

Socket.dev; Baltimore (MD); On-site; USD 42,000 - 45,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off

Professional development opportunities

Mileage reimbursement

Job summary

Girl Scouts of Central Maryland is seeking a Retention Specialist to build lasting relationships with girls, caregivers, volunteers, and families, ensuring positive experiences and ongoing engagement.

You will handle inquiries, support retention campaigns, document interactions, and collaborate across units, including training and program resources, with evenings and weekends during peak season.

Qualifications

• Experience in customer service or member services.
• Ability to build relationships with volunteers and families.
• Strong communication and problem-solving skills.
• Willingness to work evenings and weekends.
• Proficient with databases and virtual communication platforms.

Responsibilities

• Build strong relationships with girls, caregivers, volunteers, and partners.
• Proactively reach out to members, identify needs, resolve concerns.
• Manage inquiries from initial contact to resolution with proper follow-up.
• Support retention campaigns, events, and council initiatives.
• Maintain member records and tracking in council systems.

Skills

Customer service

Communication

Empathy

Conflict resolution

Organization

Time management

Multi-tasking

Teamwork

Presentation skills

Tech-savvy

Driver's license

Job description

Description

At Girl Scouts of Central Maryland (GSCM), we believe in the power of every girl. Our mission is to build girls of courage, confidence, and character who make the world a better place. We serve girls and volunteers across Baltimore City and Anne Arundel, Baltimore, Carroll, Harford, and Howard Counties.

The Opportunity

As a Retention Specialist, you will help create positive Girl Scout experiences that encourage girls, families, and volunteers to stay engaged. You’ll build relationships with members, troop leaders, Service Unit volunteers, and families while serving as a trusted resource and problem-solver. This is a people-centered role for someone who enjoys relationship-building, customer service, problem-solving, and making a meaningful impact. The ideal candidate is organized, proactive, empathetic, dependable, and passionate about supporting others.

Empower. Connect. Inspire. Grow with Girl Scouts of Central Maryland.

Requirements

Key Responsibilities

Member Retention & Support

• Build strong relationships with girls, caregivers, volunteers, and community partners.
• Proactively reach out to members, identify needs, resolve concerns, and support positive Girl Scout experiences.
• Manage member inquiries and cases from initial contact through resolution, including appropriate follow-up and documentation.
• Support retention campaigns, outreach, events, and council initiatives.
• Assist with challenging situations and conflict resolution using empathy, professionalism, and sound judgment.

Troop & Service Unit Support

• Maintain regular communication with Service Unit volunteers and troop leaders.
• Attend a minimum of four Service Unit meetings during the membership year per service unit (cluster of zip codes in a geographic area) assigned to you.
• Attend troop and Service Unit events when appropriate to strengthen relationships and demonstrate council support.
• Connect volunteers and troops with relevant council programs, resources, and services.

Training & Member Education

• Communicate the Girl Scout mission, values, and Girl Scout Leadership Experience (GSLE).
• Provide guidance on council programs, resources, policies, and procedures.
• Support volunteer learning through meetings, orientations, presentations, and training opportunities.

Collaboration & Council Support

• Partner with colleagues across departments to provide consistent, positive member experience.
• Participate in membership retention initiatives, events, outreach, and council-wide campaigns.
• Maintain accurate member records and use council systems to track engagement and follow-up.
• Identify opportunities and solutions that improve the member and volunteer experience.
• Perform other duties as assigned.

Skills & Qualifications

Required Skills

• Passion for the Girl Scout mission and supporting girls, families, and volunteers.
• Excellent customer service, communication, interpersonal, and problem-solving skills.
• Ability to communicate with empathy, professionalism, tact, and discretion.
• Strong organization, time management, and follow-through.
• Ability to manage multiple priorities, work independently, and collaborate as part of a team.
• Strong verbal, written, and presentation skills.
• Comfortable using technology, databases, email, and virtual communication platforms.
• Willingness to work a flexible schedule, including frequent evenings and weekends. This position typically requires 2-3 evenings per week and 2 or more weekend workdays per month during our fall peak season.
• A valid driver’s license, reliable transportation, and proof of insurance are required.

Preferred Qualifications

• Experience in customer service, membership services, volunteer management, community engagement, or related field.
• Experience working with families, volunteers, or youth-serving organizations.
• Experience with case management, relationship management, or conflict resolution.
• Familiarity with Girl Scouts or another youth-serving organization is a plus.
• Spanish-speaking or conversational Spanish skills preferred but not required.

Compensation & Benefits

Salary: $42,000–$45,000 annually

Benefits may include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities
• Mileage reimbursement for approved business travel
• Meaningful opportunities to support girls, volunteers, and families throughout Central Maryland