Who We Are
Girl Scouts create the world they want to live in and strive to make it better every single day. They explore their strengths, take on new challenges, and can always be themselves, regardless of background or ability. Working for Girl Scouts of Wisconsin Southeast (GSWISE) is much more than just a job; it’s an opportunity to bring your talent, passion, and perspective to a girl-centric, mission driven organization. We are seeking individuals committed to making a difference who are enthusiastic team players who want to join an organization with a proud history and a growing future. Joining our staff means working to your full potential in a dynamic and diverse environment that strives for equity for all.
Position Summary
The Customer Experience Specialist (CES) serves as the first point of contact for customer inquiries via phone, email, and in person. The CES supports the daily operations of the Resource Center/shops and is responsible for providing the highest level of customer service to all members/customers, both external and internal. This role requires occasional evening and weekend hours to accommodate Resource Center/shop hours.
Compensation
The hourly range rate of pay is $16.00-17.50 commensurate with experience and skillset.
What You’ll Do
- 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 contact center database by entering information accurately and quickly.
- Use of point-of-sale systems in processing cash register sales and monies to support all council functions.
- Assist customers in their selection and purchase of merchandise, including phone and email orders.
- Coordinates some aspects of membership and program registration.
- Maintains a customer-centric environment in public areas of council facilities.
- Ensures and provides quality service to both internal and external customers.
- Answers inquiries by clarifying desired information, researching, locating and delivering findings.
- Provides back-up administrative support across all departments as needed.
- Tracking inventory and receipt of merchandise to ensure that appropriate stock levels are maintained.
- Preparing reports that support the resource center functions and other council departments.
- Enhances organization reputation by providing a positive customer experience for all those contacted, either in person or by phone.
Requirements
Who You Are & Keys to Success
- Familiarity with customer relationship management systems and practices.
- One to three years’ experience with computerized cash register operation ( prior experience with retail point-of-sale software desired).
- Strong phone contact handling skills and active listening.
- Customer-service oriented with ability to communicate in a friendly and professional manner with a wide range of people. Unequivocal commitment to pluralism.
- Proven customer support experience.
- Exercise discretion when handling potentially confidential or sensitive matters.
- Excellent time management skills; ability to take initiative to solve problems and work with a minimum of supervision and function well as a member of a team.
- Accurate, organized and detail-oriented, with the ability to work under pressure and shift priorities in response to changing needs.
- Willingness to subscribe to the philosophy of the Girl Scout Program and enroll as a Girl Scout member which includes paying a normal membership fee annually.
- Ability to communicate and foster a positive attitude about Girl Scouting.
- Proficient computer skills in Microsoft Office including Word, Excel, and Outlook.
- Willingness to work a flexible schedule, including daytime and/or some evening and weekend hours.
- The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit and/or stand for long periods and operate office equipment manually. The employee must be able to routinely lift 15 pounds and occasionally lift and/or move up to 40 pounds.
- Have daily access to dependable transportation, valid driver’s license, compliance with the council’s policy of automobile insurance limits, and a driving record that meets the requirements for coverage of the council’s business auto insurance carrier.
EEO & Anti-Racist Statement
The Girl Scouts of Wisconsin Southeast (GSWISE) has a vision for a deeply inclusive membership, staff, and volunteers. To foster a culture of belonging while providing equitable service delivery above and beyond Equal Opportunity requirements, GSWISE candidates must be committed to cultural competency growth and work within diverse teams. Our Girl Scout Law encourages us to seek racial equity for everyone and do our part to dismantle systemic racism. GSWISE is an Equal Opportunity Employer.