Customer Service Representative supporting QVC's Customer Care Team in Knowsley, handling inquiries and driving brand advocacy with a focus on customer satisfaction.
About the role
- Customer Care Specialist serving as the first point of contact for inquiries via phone and email. Responsible for providing the highest level of customer service to all members/customers at Girl Scouts of Northern New Jersey.
Responsibilities
- 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.
Requirements
- Bilingual (Spanish-Speaking) strongly preferred
- Associate degree (or equivalent experience) in related field
- Excellent written and verbal communication skills
- Exceptional time management capability to handle multiple tasks and deadlines
- Active listening skills
- Proficiency in Microsoft Office Suite or willingness to learn
- Must be able to learn, understand, and apply new technologies with ability to understand the basic data quality principles and practice
- Membership in GSUSA is required upon employment and annually thereafter
- Ability to work a flexible schedule including some evenings and weekends
- Ability to occasionally travel throughout the jurisdiction to attend meetings or GSNNJ events during the day/evening/weekend
Benefits
- medical, dental, and vision insurance
- a 401k retirement plan with an employer match
- paid time off for vacation, sick days, and holidays with offices closed for winter holiday break
- parental leave benefits
- life, disability, accidental and critical illness insurance
- legal and pet insurance
- employee assistance program
- professional development opportunities
- flexibility
- a supportive and inclusive work environment
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