CUSTOMER CARE GENERALIST

GSWO is seeking a Customer Care Generalist to join our Toledo, Ohio team! Our Customer Care team serves as the first point of contact for our council, navigating prospective volunteers and future girl scouts through the process of joining our organization. Our Customer Care Generalists provide call center and onsite support for the council and provide answers to all things Girl Scouts of Western Ohio-anything from how to volunteer, find or start a troop, enroll a girl as a new member, register for one of our awesome events and of course, where to find Girl Scout Cookies! This team is generally knowledgeable about all the events of the council and supports our team in a variety of ways.

Our team conducts phone, email and in-person customer support and tracks all contacts and inquiries using Salesforce, our case management system. This is a great role for someone with call center, customer service or receptionist experience and the ideal candidate will have prior experience in interacting with customer -both in-person and online or phone, be comfortable with heavy call volume (utilizing a headset) and being a first point of contact and first impression for the organization. This role requires a friendly and professional demeanor, strong ability to take phone calls and provide information and resolution in an accurate and timely manner and serve as a collaborative team member and knowledge holder for all the happenings across council!  

RESPONSIBILITIES

• Serve as first point of contact for all customer inquiries.
• Provide quality customer service, managing and responding professionally to all inquiries, including email, in-person and phone customers.
• Answer inquiries by clarifying desired information, researching, locating, and delivering accurate information.
• Document all customer contacts and inquiries into our case management system, Salesforce, accurately and in a timely manner
• Enhance the organization’s reputation and brand identity by providing positive customer experiences for all those contacted by email, phone, or in person
• Provide backup support and coverage for several internal departments including retail, data, business support and regional site support.
• Serve as backup for the retail shop, covering the Girl Scout shop for absences and/or breaks.
• Provide site support – conducting office open and closing procedures, ensuring guests have access to our buildings during operating hours.
• Provides front desk support to building, assisting with walk in guests and volunteer resources.

REQUIREMENTS AND EXPERIENCE

• High school diploma or GED equivalent with demonstrated customer service or administrative experience. Call center or receptionist experience a plus!
• Exceptional customer service skills
• Excellent verbal and written communication skills
• Strong technical computer skills in Microsoft.
• Familiarity with Outlook, calendar maintenance, email systems and social media
• Ability to assist internal and external customers by researching and providing information and responding to requests promptly
• Ability to organize materials and documents for ease of reference for team members
• Ability to analyze information to determine its priority and handle it appropriately

SUPERVISORY RESPONSIBILITY
This position has no supervisory responsibilities.

POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position and typical hours are Monday-Friday between 8:30am and 6:00pm. This position is eligible for hybrid work up to 2 remote days per week.

COMPENSATION & BENEFITS
This is a full-time position with an hourly pay rate of $16.25 plus a generous benefits package.

PERKS

• Ability to build your skills and grow your career
• Supportive environment for learning and development
• Flexibility for work/life balance
• Opportunity for hybrid teleworking arrangement after training period
• Medical, dental, vision, accident, life insurance, and more!
• 401K- 100% company match up to 5% salary
• Annual paid Winter Break from December 25th – January 1st
• 12 days of Vacation Paid Time Off & 6 days of Sick Paid Time Off
• A high-achieving and fun team with a casual dress code

Plus, we work to maintain the best environment for our employees where people can learn and grow with the company. We strive to provide a collaborative, creative environment where everyone feels encouraged to contribute to our processes, decisions, planning, and culture.

Diversity, Equity, Inclusion, and Belonging (DEIB)
We are proud to be an equal opportunity employer dedicated to pursuing and hiring a diverse workforce and are committed to creating an inclusive environment for all. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. GSWO is an EEO/Minority/Female/Disability/Veteran employer.