Member Support Specialist

Who We Are...

Girl Scouts Heart of New Jersey (GSHNJ) is one of four Girl Scout Councils supporting the New Jersey area. We service all of Hudson, Essex, Union, Somerset, Hunterdon, and portions of Middlesex and Warren counties. We operate offices in Westfield and North Branch, NJ; and maintain camp properties in Maplewood, Hillsborough, and Middleville, NJ.

The Mission...

Building girls of courage, confidence, and character who make the world a better place. Here at GSHNJ, we offer every girl a chance to do something amazing!

The Role...

We are looking for a talented and passionate individual to join our team as Member Support Specialist who will be the first point of contact for customers, providing the highest level of customer service in responding to their needs. Member Support Specialists are internal subject matter experts in council systems and support customers by working cross-functionally to resolve issues related to member, program, and camp registration; product programs; financial aid; and troop or service unit activities processes. Member Support Specialists also work to maintain data integrity across our systems, completing maintenance projects designed to verify and uphold high data quality standards for members.

Here's What You Will Be Doing...

• Elevates the customer experience and facilitates members’ use of customer-facing technology platforms while always maintaining data integrity.
  • Resolves and promptly responds to customer inquiries and concerns while keeping clear records of every customer transaction.
  • Appropriately escalates customer inquiries that require subject matter expertise.
  • Engages in troubleshooting, problem solving, service recovery, and conflict resolution to maintain a customer-centric environment.
  • Facilitates volunteers’ compliance with GSHNJ and GSUSA policies, procedures, and standards.
• Acts as subject matter expert in council systems including, but not limited to membership and program registration, product program, special events, camp, and troop/service unit operations.
• Executes internal policies, processes, and workflows to maintain data integrity and customer service standards.
• Performs data maintenance projects across multiple platforms, as assigned.
• Ensures Girl Scouting is open to all youth and adults by actively participating in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
• Ensures compliance with GSHNJ’s Charter of Values, and uses it as the basis for personal conduct, conflict resolution, and correspondence with customers and coworkers.
• Remains current on GSUSA’s and GSHNJ’s initiatives, and national and local trends affecting youth, and is able to correspond with customers accordingly. Attends GSUSA webinars, participates in Chatter groups, and utilizes gsConnect.
• Performs other duties as necessary or assigned.

Is this you?

• Associate degree or equivalent with one or more years of relevant experience.
• Proficiency in Microsoft Office and web-browsing software. Ability to quickly learn new software applications as necessary.
• Ability to communicate clearly both verbally and in writing.
• Effective communicator with demonstrated ability to manage internal and external communications in a thorough and clear manner.
• Ability to keep difficult conversations on track, remaining personable and providing a positive experience throughout.
• Capacity to plan, organize and prioritize work independently and as part of a team while managing deadlines in a fast-paced environment.
• Organized, detail oriented, and customer focused.
• Ability to project a high level of professionalism while networking in the public arena. Ability to speak passionately and with conviction about the Girl Scout Mission and its importance to the public.
• Ability to recognize when immediate action is required; to recognize when sufficient information has been obtained to make a decision; to make decisions where appropriate or escalate them as necessary; to follow through without undue delay.
• Strong organizational and problem-solving skills. Demonstrated reasoning and negotiation skills to identify and resolve conflict.

Preferred Education and Experience

• Familiarity with Salesforce software and applications.
• Experience tracking customer interactions with a customer relationship management system.

Additional Eligibility Qualifications

• Flexibility to shift work hours as needed, including evenings and weekends.
• Ability to lift and manipulate up to 30 pounds of Girl Scouting products, supplies, or materials.
• A valid driver's license, current insurance, and access to a reliable vehicle are required for travel between council properties and across entire service area as needed.
• Become a registered member of Girl Scouts and maintain membership for duration of employment.
• The job is primarily performed remotely, but Employee may work from the offices as needed. Occasionally, Employee will need to attend meetings, trainings, or work events that may be held in any of our locations, others throughout council jurisdiction, or virtually.

Sound Interesting?

Apply today! Please upload your resume and your cover letter. 

We offer a competitive salary and benefit package, along with a comfortable work environment.

Girl Scouts Heart of New Jersey is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. GSHNJ does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, basis of disability, or any other federal, state or local protected class.

Employer reserves the right to change the job description at any time.