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Form of workJob Description
Description:
Be part of a team! The Member Services team are problem solvers, dedicated to supporting our Girl Scout members, as well as all our customers.
As a Member Services Specialist you will respond to inquiries that come in via email, phone and webchat as well as walk in visitors t our office in Camp Hill, PA.
Key Responsibilities:
- Take key responsibility all internal and external contacts within the specialty are of financial aid. Cross-train to serve as backup and support other specialties as necessary.
- Respond to and process all financial assistance inquiries and requests.
- Manage the Financial Assistance workbook working with the Finance Department to reconcile.
- Assist with creating, reviewing and updating all financial aid policies and procedures as needed.
- Utilize and maintain GSHPA’s CRM system as a tool to track customer interactions and provide outstanding customer service.
- Provide professional, quality customer service to all customers (i.e. donors, members, volunteers, staff and other community contacts).
- Handle confidential information with integrity and discretion.
- 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.
Qualifications, Skills & Abilities:
- High school diploma or equivalent required, bachelor’s degree in Business or related field preferred.
- Two (2) years experience in customer service field required.
- Proficient in MS Office (Word, PowerPoint, Excel, and Outlook), Adobe Acrobat, and virtual meeting platforms (Zoom and Microsoft Teams).
- Experience with Salesforce or other CRM software preferred.
- Bilingual Spanish/English preferred.
- Strong written and verbal communication skills with attention to detail.
- Must possess and maintain a valid driver’s license and have access to reliable transportation.
- Pass and maintain required background clearances.
