Customer Care Coordinator

About the role

The Customer Care Coordinator serves as the first point of contact for inquiries via phone, web and email communications, and is responsible for providing the highest level of service to internal and external customers.

Responsibilities

• Communicates with current and prospective customers through telephone, written, and in-person methods.
• Finalizes membership leads by following up with prospective members in a timely fashion and assisting them with membership registration.
• Works with cross-functional teams to ensure effective customer service is provided.
• Completes regular, consistent, and accurate database maintenance, including troop rosters, customer records, and customer cases.
• Completes backend registration of GSUSA memberships and event registrations as assigned.
• Answers customer inquiries by obtaining desired information and relaying information to the customer, using provided solutions when appropriate.
• Engages in phone call campaigns as necessary.
• Monitors Salesforce case queues and responds to all inquiries.
• Oversees cookie cupboard at service center, as assigned.
• Performs other duties as assigned.

Qualifications

• Experience in customer service by telephone, email and in-person.
• Experience with electronic Customer Relationship Management software.
• Ability to meet deadlines.
• Microsoft Office skills, particularly Excel.
• Excellent interpersonal and communication skills.
• Ability to travel to all GSSEM service centers and offsite meetings as needed.

Equipment Used

• Computer
• Calculator
• Multi-line telephone
• Security alarm system
• TV/audio equipment
• Overhead projector

Physical Activities

• Reaching
• Keyboard use
• Talking
• Repetitive motions

Physical Demands

Exerting up to 50 pounds of force occasionally, and/or up to 10 to 20 pounds of force frequently.

Software

• Microsoft Office Suite
• Salesforce or equivalent Customer Relationship Management systems
• Microsoft Outlook or equivalent calendaring systems