Member Support Specialist

3 weeks ago

San Antonio, United States GIRL SCOUTS OF SOUTHWEST TEXAS Full time $17
Job DescriptionJob Description

Girl Scouts of Southwest Texas (GSSWT) is headquartered in San Antonio, TX and serves more than 15,000 Girl Scouts (girls and adults) across 21 counties in southwest Texas. Girl Scouts is the world’s preeminent leadership development organization for girls, building girls of courage, confidence, and character, who make the world a better place.

The Member Support Specialist is responsible for executing effective retention strategies that support an increase of girl and adult members by building and maintaining relationships and connecting them to resources. The Member Support Specialist is accountable for retaining volunteer-led troop membership in assigned geographic areas.

Essential Duties and Responsibilities:

  • Assists in achieving the council’s corporate goals for retention of girl and adult members by implementing objectives and tactics in assigned areas.
  • Analyze and research market data, membership trends, and other pertinent information relevant to designated geographic areas assigned.
  • Ensures consistent and effective delivery of the Girl Scout Leadership Experience, National Program Portfolio, and Volunteer Toolkit that adds to a girl’s experience and increases girl retention.
  • Optimizes use of technology to support customer service for all members and utilizes the council’s customer relationship management system to manage, support, and track interactions with customers.
  • Attends community meetings and/or activities as assigned by department manager.
  • Identifies the need for conflict resolution as appropriate, in consultation with the department manager and director.
  • Maintains a troop status report for all volunteer-led troops assigned.
  • Provide professional and superior customer service to internal and external customers.
  • Serve as a resource to members regarding council and GSUSA policies, procedures, safety, and compliance questions.
  • Collaborates cross-functionally with the mission delivery team as well as all other council departments.
  • Support the supervision of operational volunteers in the volunteer led path.
  • Execute the council’s lapsed member plan.
  • Facilitates volunteer assessments and reappointments in the troop role.
  • Ensure absolute security and confidentiality of all council records and customer interactions.
  • Responds appropriately to all inquiries and cases first contact resolution.
  • Answers council incoming phone calls.
  • Maintains contact center database by entering information accurately and quickly.
  • Performs additional duties as assigned in support of the council’s mission and goals.

NOTE: This job description is not intended to be all inclusive and does not constitute a contract.

Competencies and areas of expertise may include:

  • Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
  • Oral and Written Communication (i.e. In person, verbal, written, and/or phone) - Expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff.
  • Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; displays understanding of how job relates to others.
  • Problem Solving - Recognizes when immediate action is required; recognizes when sufficient information has been obtained to make a decision; and makes decisions where appropriate or refers decisions to the appropriate organizational level; makes decisions without undue delay.
  • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; and recognizes accomplishments of other team members.

Requirements:

  • Education/Experience: Bachelor's degree or one to two years related experience and/or training; or equivalent combination of education and experience.
  • Licensure/Membership Requirements: The employee is required to maintain membership with Girl Scouts of the United States of America throughout the duration of their employment with GSSWT.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sales experience preferred.

  • Language Ability: Ability to read, analyze, and interpret data from database systems. Ability to respond to common inquiries or complaints from volunteers or members of the business community. Ability to create presentations and write articles for publication that conform to prescribed style and format.
  • Math Ability: Ability to calculate figures and apply concepts using basic math.
  • Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Computer Skills: Must be proficient with a computer and Microsoft Office (i.e., Excel, Outlook, PowerPoint, and Word). Proficient in database management and reporting.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include heavy visual acuity (close vision, peripheral vision, and ability to adjust focus) required to perform such activities as preparing and analyzing data and figures, using a computer and extensive reading and proofing.
  • While performing the duties of this job, the employee is regularly required to talk or listen.
  • The employee is frequently required to sit, stand, walk, use hands to finger, handle or feel, and reach with hands or arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This position primarily performs its duties indoors and is occasionally exposed to outdoors weather conditions and/or moving mechanical parts.
  • The noise level in the work environment is usually moderate.



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