Girl Scouts of Northern New Jersey

Customer Support

• Answers incoming calls/requests from a diverse set of stakeholders; engages in problem-solving and provides solutions; manages and responds appropriately to all inquiries including but not limited to email and phone using the case management solution guidelines of Volunteer Systems
• Maintains Volunteer Systems by entering in information on all inquiries accurately and efficiently, opens and closes customer cases, as well as assigning tasks and cases as applicable
• Answers inquiries by clarifying desired information, researching, locating and delivering findings
• Demonstrates sensitivity to and an understanding of different communication styles and cultural backgrounds
• Ensures and provides quality service to both internal and external customers in a timely way
• Enhances organization reputation by providing a positive customer experience for all those contacted, either through email or by phone
• Assists Membership Support as needed
• Attends job relevant and organizational trainings on a regular basis
• Monitors Customer Care Dashboard on a weekly basis to support GSNNJ standards and goals
• Demonstrates a quality customer service attitude at all times to internal and external audiences
• Helps foster and implement the council’s policy to strive for a volunteer, employee and program participant population reflective of the area’s religious, racial, ethnic, social and economic diversity
• Track and follow up for several Staff & Volunteer Training Confirmations in collaboration with Camp, Program and Troop Support departments

Customer Care Specialist