Member Services Coordinator

2 months ago

Camp Hill, United States Girl Scouts Heart of Pennsylvania Full time

The Member Services Coordinator is responsible for enhancing customer satisfaction through effective coordination of department activities. He or she works in tandem with the Senior Manager to assist with department workflow, process improvement, administrative services, and departmental project management. This position also engages in problem solving and providing advanced solutions; manages and responds appropriately to all inquiries including but not limited to email, phone, and walk-in customers. Assists with other projects as assigned.Key Responsibilities Coordinate and maintain the front desk staffing schedule, ensuring coverage during scheduled business hours.Collaborate with the Senior Manager to disseminate timely business information to the Member Services staff. Ensure effective communication, proper documentation of solutions, and adherence to departmental procedures for all the departments of Girl Scouts in the Heart of Pennsylvania operations.Complete audit processes for the Member Services department, ensuring adherence to established quality standards on key department tasks including background checks, membership financial aid, GoDough processing and credit card reporting.Assist the Senior Manager with continual evaluations of processes and procedures. Make recommendations for areas of improvement for both internal and external customers.Engage in problem solving and provide solutions; manage and respond appropriately to all inquiries including but not limited to email, phone, and walk-in customers.Utilize and manage Girl Scouts in the Heart of Pennsylvania's customer relationship management and other systems to provide outstanding customer service, ensuring data accuracy and integrity. Responsibilities include member accounts, case, payment, and promotional code maintenance, and reporting.Resolve product or service problems by clarifying the member's complaint/issue; determine the cause of the problem; select and explain the best solution to solve the problem and expedite the correction or adjustment. Follow up to ensure resolution and satisfaction.Follow established procedures for accepting money, processing financial transactions, taking requests for refunds, and updating records.Maintain financial accounts by processing member adjustments; recommend potential products or services to management by collecting member information and analyzing member needs.Support recruitment and renewal efforts by assisting with the registration; and processing Financial Assistance.Provide professional, quality customer service to all customers (i.e. donors, members, volunteers, staff, and other community contacts).Perform other duties as assigned in support of council-wide initiatives and/or cross-functional teams to further the mission of GSHPA. Requirements High School Diploma or equivalent plus four years' work experience required; Associate's or Bachelor's Degree preferred.Five years' previous office experience in an administrative position preferred.Advanced attention to detail, including exceptional written and verbal communication skills and the ability to proofread documents for accuracy and consistency.Exceptional customer service and problem-solving abilities. Demonstrated success in building strong customer relationships through active listening, clear and professional communication across multiple channels (including in person, phone, virtual meetings, email and mail), and effective issue resolution.Proficient in MS Office Suite with advanced Excel skills (including VLOOKUP, pivot tables, macros, and data analysis)Proficient in customer relationship management (CRM) systems, data quality and project management (Salesforce preferred). Exceptional time management and organizational skills. Proven ability to effectively prioritize and manage a high volume of concurrent tasks, meet tight deadlines, and adapt to rapidly changing priorities in a fast-paced environment.Familiarity with Pennsylvania State Clearance laws is beneficial.Must possess and maintain a valid driver's license and have access to reliable transportation. Pass and maintain required background clearances. Work with individuals of diverse backgrounds and ages. Handle confidential information with integrity and discretion. Work a flexible schedule, to include nights and weekends, as needed. Travel throughout the council, as needed. Lift/carry 25 pounds. Sitting, standing, or walking for a moderate period of time is required.

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