Customer Care Specialist – Program Centers
- Irvine, CA
- $24.49-25.96 per hour
- Permanent
- Full-time
The Customer Care Specialist is responsible for customer service, coordination and data entry of assigned areas including all areas related to GSOC property reservations. We have five program centers located in Orange County that may be reserved by members and volunteers. This individual will serve as a primary point of contact for general inquiries via phone, email or in person. They are responsible for providing customer service to all members/customers, both external and internal staff. The Customer Care Specialist maintains an intentional level of excellent customer service as it relates to the resolution of Customer Care cases, including reservations, membership, resident camp, program events, and training registrations for girl and adult members in the Council's jurisdiction in accordance with policies and procedures established by GSUSA and GSOC.Essential Responsibilities/Activities:
- Responsible for data entry of property reservations using online reservation system. Reconciles orders, verifies entries, processes discrepancies and interfaces with accounting and other departments. (40%)
- 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, phone and walk-in customers. Ensure Customer Care cases are resolved with high quality service and closed in a timely manner. (35%)
- Compiles relevant reports and summaries from database and reservation systems. (10%)
- Assists in streamlining and documenting customer care processes. (5%)
- Participates in cross-departmental efforts to meet council objectives. (5%)
- Additional responsibilities and special projects as assigned. (5%)
- Minimum of two (2) years of administrative experience in customer service, prior experience in a youth-serving or nonprofit organization strongly preferred.
- Strong interpersonal skills with a proven ability to deliver exceptional customer service and interact effectively with diverse populations of all ages.
- Demonstrated ability to handle sensitive, confidential information with professionalism and discretion.
- Excellent time management and prioritization skills; able to manage multiple tasks and deadlines in a fast-paced environment
- Experience as a Girl Scout (member or volunteer) is a plus and considered valuable for understanding organizational culture and mission.
- Bilingual English/Spanish/Vietnamese preferred but not required
- Willingness to support and embody the mission, values, and principles of the Girl Scout Movement
- Associate's degree or equivalent combination of education and relevant work experience preferred.
- Comfortable working in a hybrid work environment, including the ability to maintain productivity, communication, and professionalism while working remotely
- Licensed and insured California driver; must pass background screening including driving history