Girl Scouts of the USA
Overview
Analyst, CS Experience – Girl Scouts of the USA
Location: US-NY-New York
Job ID: 2025-2154 | Number of Openings: 1 | Category: Customer Service/Support
This is a Hybrid role with in NYC Office 2 days a week.
You Will Customer Care, part of the Council Partnership Community and reporting to the Chief Experience Officer (CXO), drives movement-wide sustainable growth and health through implementation of strategic priorities in an aligned network. The team builds strong relationships and creates empowering ways of work between and among GSUSA and councils to ensure movement-wide collaboration, trust and success. The team ensures GSUSA is offering excellent communications and customer service to councils, members and other customers.
POSITION SUMMARY
The
Analyst, CS Experience
is a core member of the customer care team. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the national 800 phone number, live chat and email to case inquiries through Salesforce and/or social media monitoring platforms, reinforcing Girl Scouts reputation as a leading brand who puts their customers' needs first. Provides general and technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. The Analyst works with cross-functional teams to ensure timely, accurate, consistent response to customer inquiries, as well as leading special projects as assigned. The position is expected to be highly communicative and a team player. This position will work collaboratively to improve support escalation, effective communications and provide other customer-related services, as needed. The position reports to the Manager, CS Experience, who manages a team of customer care subject experts.
Responsibilities Essential Responsibilities
– Primary duties of the position
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. Creates and monitors cases in Salesforce Service Cloud case management system. Provides Level 1 technical support. Learns new technology quickly. Creates tickets (phone to case and web to case) into Salesforce Service Cloud as part of the customer service interaction. Maintains own tickets, problem-solves individual customer needs, and responds within the service level agreement for the department and customer type. Supports and/or leads special projects as assigned based on subject matter expertise. Analyses and reports trends and ticket volume for potential performance improvements.
Provides answers to customers by identifying and investigating problems, researching answers, and guiding customers through corrective steps, while maintaining a knowledgeable, professional approach to customer care. Maintains cooperative relationships with direct team, volunteers, Girl Scout councils, GSUSA staff, and the public.
Escalate tickets to councils and internal GSUSA staff, when necessary. Shifts management and/or toggles tickets between council and other GSUSA queues, such as Digital Cookie, Technical, Information and Referral, and Merchandise.
Other Duties:
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.
Required Competencies
5+ years of relevant experience in customer care/service in phone/chat/email/social media. Demonstrates a basic understanding of customer service concepts and exercises tact and urgency when dealing with the public.
Ability to manage expectations, strong organizational skills, good reading comprehension and ability to communicate results. Excellent written and verbal communication skills.
Answers questions and inquiries, problem-solves, and investigates customers' issues with a professional approach. Ability to handle challenges with a positive, empathetic attitude.
Strong technical skills, including Microsoft Office; ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.
Strong problem-solving ability, including within tight timeframes and with multiple customers. Ability to multi-task while meeting deadlines.
Develops understanding of GSUSA experiences, products, and services. Fosters innovation by seeing opportunities, not just issues.
Focuses on continuous learning and development. Works effectively within a team and contributes to team knowledge and processes.
Participates in cross-functional project teams by providing basic customer information or completing specific tasks.
Maintains knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.
Manages projects such as organization-wide Functional Directory; contributes to Knowledge Base (Solutions in Salesforce); handles cross-functional projects as assigned.
Required Technical Skills
Office 365 or similar suites
PowerPoint or similar presentation software
Microsoft Excel or similar software
Experience with Salesforce Service Cloud or similar ticketing systems
Phone call management and email management systems
Required Education and Experience
Bachelor’s degree or equivalent experience
Minimum of five (5) years' experience in a customer service environment
Salary Range $65,000 - $80,000
What We Offer Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive salary and benefits package that includes:
Paid Time Off:
20+ days of paid time off, 2 floating holidays, 9 workplace holidays per year, and a year-end office closure between Christmas and New Year.
Other Benefits:
Medical and Behavioral Health Coverage with plan options for individuals and families; dental and vision coverage; Health Savings Accounts (HSAs) and FSAs; company-paid life insurance; flexible work arrangements; 12 weeks of paid parental leave; 401(k) with company match; sick leave; short- and long-term disability; health and wellness programs; access to Employee Engagement Groups.
Physical Demands & Work Environment The physical demands and work environment are typical of an office setting. This is a full-time role with some evenings and weekend shifts as duties require.
Equal Employment Opportunity AAP/EEO Statement: Girl Scouts of the USA is an equal employment opportunity employer.
Note: This description reflects the current job duties and is not intended to be an exhaustive list of all responsibilities. GSUSA reserves the right to modify duties at any time.
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Location: US-NY-New York
Job ID: 2025-2154 | Number of Openings: 1 | Category: Customer Service/Support
This is a Hybrid role with in NYC Office 2 days a week.
You Will Customer Care, part of the Council Partnership Community and reporting to the Chief Experience Officer (CXO), drives movement-wide sustainable growth and health through implementation of strategic priorities in an aligned network. The team builds strong relationships and creates empowering ways of work between and among GSUSA and councils to ensure movement-wide collaboration, trust and success. The team ensures GSUSA is offering excellent communications and customer service to councils, members and other customers.
POSITION SUMMARY
The
Analyst, CS Experience
is a core member of the customer care team. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the national 800 phone number, live chat and email to case inquiries through Salesforce and/or social media monitoring platforms, reinforcing Girl Scouts reputation as a leading brand who puts their customers' needs first. Provides general and technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. The Analyst works with cross-functional teams to ensure timely, accurate, consistent response to customer inquiries, as well as leading special projects as assigned. The position is expected to be highly communicative and a team player. This position will work collaboratively to improve support escalation, effective communications and provide other customer-related services, as needed. The position reports to the Manager, CS Experience, who manages a team of customer care subject experts.
Responsibilities Essential Responsibilities
– Primary duties of the position
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. Creates and monitors cases in Salesforce Service Cloud case management system. Provides Level 1 technical support. Learns new technology quickly. Creates tickets (phone to case and web to case) into Salesforce Service Cloud as part of the customer service interaction. Maintains own tickets, problem-solves individual customer needs, and responds within the service level agreement for the department and customer type. Supports and/or leads special projects as assigned based on subject matter expertise. Analyses and reports trends and ticket volume for potential performance improvements.
Provides answers to customers by identifying and investigating problems, researching answers, and guiding customers through corrective steps, while maintaining a knowledgeable, professional approach to customer care. Maintains cooperative relationships with direct team, volunteers, Girl Scout councils, GSUSA staff, and the public.
Escalate tickets to councils and internal GSUSA staff, when necessary. Shifts management and/or toggles tickets between council and other GSUSA queues, such as Digital Cookie, Technical, Information and Referral, and Merchandise.
Other Duties:
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.
Required Competencies
5+ years of relevant experience in customer care/service in phone/chat/email/social media. Demonstrates a basic understanding of customer service concepts and exercises tact and urgency when dealing with the public.
Ability to manage expectations, strong organizational skills, good reading comprehension and ability to communicate results. Excellent written and verbal communication skills.
Answers questions and inquiries, problem-solves, and investigates customers' issues with a professional approach. Ability to handle challenges with a positive, empathetic attitude.
Strong technical skills, including Microsoft Office; ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.
Strong problem-solving ability, including within tight timeframes and with multiple customers. Ability to multi-task while meeting deadlines.
Develops understanding of GSUSA experiences, products, and services. Fosters innovation by seeing opportunities, not just issues.
Focuses on continuous learning and development. Works effectively within a team and contributes to team knowledge and processes.
Participates in cross-functional project teams by providing basic customer information or completing specific tasks.
Maintains knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.
Manages projects such as organization-wide Functional Directory; contributes to Knowledge Base (Solutions in Salesforce); handles cross-functional projects as assigned.
Required Technical Skills
Office 365 or similar suites
PowerPoint or similar presentation software
Microsoft Excel or similar software
Experience with Salesforce Service Cloud or similar ticketing systems
Phone call management and email management systems
Required Education and Experience
Bachelor’s degree or equivalent experience
Minimum of five (5) years' experience in a customer service environment
Salary Range $65,000 - $80,000
What We Offer Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive salary and benefits package that includes:
Paid Time Off:
20+ days of paid time off, 2 floating holidays, 9 workplace holidays per year, and a year-end office closure between Christmas and New Year.
Other Benefits:
Medical and Behavioral Health Coverage with plan options for individuals and families; dental and vision coverage; Health Savings Accounts (HSAs) and FSAs; company-paid life insurance; flexible work arrangements; 12 weeks of paid parental leave; 401(k) with company match; sick leave; short- and long-term disability; health and wellness programs; access to Employee Engagement Groups.
Physical Demands & Work Environment The physical demands and work environment are typical of an office setting. This is a full-time role with some evenings and weekend shifts as duties require.
Equal Employment Opportunity AAP/EEO Statement: Girl Scouts of the USA is an equal employment opportunity employer.
Note: This description reflects the current job duties and is not intended to be an exhaustive list of all responsibilities. GSUSA reserves the right to modify duties at any time.
#J-18808-Ljbffr