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SalaryWho We Are
Girl Scouts provides girls of all backgrounds and abilities a place to be unapologetically themselves as they discover their strengths and rise to meet new challenges—whether they want to climb to the top of a tree or the top of their class, lace up their boots for a hike or advocate for climate justice, or make their first best friends. As Girl Scout staff, we work to insure that every girl has the opportunity to experience the Girl Scout advantage.
Mission
Girl Scouting builds girls of courage, confidence, and character, who make the world a better place.
Position Overview
Join Girl Scouts Virtual Contact Center (VCC) team and help make the world a better place. The VCC provides support to Girl Scouts Heart of Michigan as a whole, in the form of accurate, consistent and timely communication through various contact channels – phone, email and SMS text. The VCC primarily exists to increase membership and council resources. Working in a virtual capacity, this individual will use active listening, persuasive sales skills, and professional voice presence to increase membership and council resources.
We are currently growing our team of Virtual Contact Center agents that are dedicated to the sales and marketing space. As part of the VCC, you’ll interact directly with perspective members/donors in a way that builds trust by providing accurate information, resolving issues and insuring a seamless customer experience. You must be able to ask probing questions to fully understand the need, follow business processes with high attention to detail, use multiple resources effectively to find the right information, and communicate effectively with the prospect. A high degree of intrinsic motivation, the use of persuasive language, and the ability to handle sensitive situations with care are critically essential for this position.
Essential Functions
- Actively pursues opportunities to grow membership and council resources, producing the expected volume of calls, in a courteous and efficient manner
- Builds customer trust and loyalty through empathetic personalized conversations
- Maintains a high degree of accuracy, organization and productivity
- Works closely with partner teams to keep up to date on process changes, partner for quick resolution of cross functional issues, and consult to improve processes
- Creates and contribute to a positive environment that fosters respectful, meaningful and effective interaction among all people, regardless of gender, race, culture, language, disability, sexual orientation or socioeconomic background
- Willing to become a member of Girl Scouts of USA
- Other duties as assigned
Competencies
- Demonstrated proficiency managing customer interactions in a fact paced environment
- Working knowledge of Windows Based Operating Systems, Microsoft Office and Google Chrome
- Strong active listening skills, verbal and written communication skills, professional phone presence
- Strong time management and decision making skills
- Previous experience working with Salesforce or similar platforms
- Proven ability to adjust to constantly changing workloads
- Proven ability to follow existing process with high attention to detail
Typical Work Schedule
- Monday – Friday 9 a.m. to 6 p.m. (some late evening and Saturday hours may be required)
Work Environment
This position is fully remote. Virtual Contact Center staff are responsible for providing components of a remote office at their own expense including:
- A secure work location that allows privacy and prevents distractions
- A high-speed, hard-wired internet connection of at least 25 Mbps download and 5 Mbps upload.
- Suitable lighting, furniture, and utilities
- Headset to make calls from computer (computer provided)
Supervisory Responsibility
This position has no supervisory responsibility.
Benefits
This position is eligible for benefits.
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Girl Scouts Heart of Michigan is an Equal Opportunity Employer.
