Customer Care Manager
Manage customer care specialists who assist Girl Scouts Arizona Cactus Pine Council volunteers.
Position Summary: Responsible for overall Customer Care management, to include department workflow, process improvement and departmental project management. Manage Customer Care Specialists. Oversees GSACPC database data integrity. Assists with training new and existing staff on GSACPC database. Performs functions related to creation, update and maintenance of council wide data in the GSACPC database.
Reports to: Senior Associate – Customer Engagement Initiative
FLSA Status: Regular, full time, exempt
Manages the day-to-day customer care functions; including staff training and supervision, resolution of customer issues, implementation of customer services strategies and development of reference material. Evaluates team performance and customer satisfaction and implements efficient department workflow process.
Regularly conducts reviews (daily, weekly) of data quality reports and takes action to resolve issues and problems that arise.
Assists with staff training on GSUSA database. Works to handle data issues caused by staff errors and work as needed to resolves issues and prevent recurrence.
Provide exceptional customer service and communicate effectively with staff, parents, volunteers, and public;
handle all inquires in a timely matter.
Maintain files of registration materials.
Produce and/or expedite documents related to banking, encampments, policies and procedures, and volunteer tracking.
Perform other duties as assigned.
Requirements and Qualifications
High School diploma, Associates Degree and a minimum of 6 months supervisory experience; or equivalent combination of education, experience, and training.
Commitment to the aims and purposes of the Girl Scout movement, including the belief in the importance of the volunteer organization in our society.
Proficiency of Microsoft Office Suite, email, and Internet applications. Knowledge of Salesforce a plus.
Ability to work under pressure, manages work time, meet deadlines, and handle a heavy workload in a positive and flexible manner.
Ability to give and receive information by telephone and in person.
Ability to clearly communicate verbally and in writing with volunteers, peers, and supervisor.
Excellent organizational skills.
Attendance at All-Staff Meetings and retreats.