Girl Scouts of the USA
Analyst, CS Experience
Girl Scouts of the USA
Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.
As a mission‑driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.
Girl Scouts are doers, innovators, problem‑solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life‑changing Girl Scout Leadership Experience.
This is a Hybrid role with in NYC Office 2 days a week.
Position Summary The Analyst, CS Experience is a core member of the customer care team. This customer‑facing role responds to requests for assistance and concerns that come in through the national 800 phone number, live chat, email, and social media monitoring platforms, reinforcing Girl Scouts’ reputation as a leading brand that puts their customers’ needs first. The analyst 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, and leads special projects as assigned. The analyst reports to the Manager, CS Experience, who manages a team of customer care subject experts.
ESSENTIAL RESPONSIBILITIES – Primary Duties Of The Position Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Thorough and prompt responses to social media, phone calls, live chat, e‑mail inquiries and assistance requests based on a working knowledge of GSUSA policies and positions, sensitive issues messaging, content of Knowledge, Salesforce Chatter communities, communications alerts, FAQs, official documents, webinar content, and other materials.
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. Learn new technology quickly and thoroughly. Create 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. Ensures that a cooperative and supportive relationship is maintained with direct team, volunteers, Girl Scout councils, GSUSA staff members, and the public.
Escalate tickets to councils and to 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: 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.
Required Competencies
5+ years relevant experience in customer care/service in phone/chat/email/social media. Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public.
Ability to manage expectations, outstanding organizational skills, strong reading comprehension and ability to communicate results. Demonstrates excellent written and verbal communication skills.
Answers questions and inquiries, problem‑solves, and investigates customers’ issues while maintaining a knowledgeable, professional approach to customer care. Ability to handle challenges with a smile, love to help people; strong interpersonal skills, demonstrates empathy and commitment.
Must have strong technical skills, including Microsoft Suite, and ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.
Demonstrates strong problem‑solving ability, including within tight timeframes and with multiple customers. Ability to multi‑task while meeting deadlines.
Develops understanding of the experiences, products, and services of GSUSA. Fosters innovation by seeing opportunities, not just issues or problems.
Focuses on continuous learning and development. Works effectively within a team and cooperates and contributes to team knowledge, skills, and processes.
Participates in cross‑functional project teams by providing basic customer information or by conducting 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 (aka Solutions in Salesforce), and 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 software ticketing systems such as Salesforce Service Cloud
Phone call management system
Email management
REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s degree or equivalent experience
Minimum of five (5) years’ experience in customer service environment
SALARY RANGE $65,000 – $80,000
This represents the present low and high end of the pay range for this position. Actual pay will vary based on various factors, including but not limited to experience.
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 employee salary and benefits package that includes:
Paid Time Off
20+ days of paid time off
2 floating holidays
9 workplace holidays per year
Paid holiday year‑end office closure between Christmas and New Year’s
Other Benefits
Medical and Behavioral Health Coverage – Plan options with individual and family coverage, including wellness, hospitalization, and fertility assistance. Both plans include GSUSA partial subsidy of premium costs. Dental and vision coverage.
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts.
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 for salary continuation
Health and Wellness Classes and Activities throughout the year
Access to Employee Engagement Groups
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
WORK ENVIRONMENT This job operates in a professional office environment.
POSITION TYPE – EXPECTED HOURS OF WORK This is a full‑time position with Weekend and Holiday shift. Days and hours of work are Thursday through Monday with a 35 hour per week schedule. Evening work required as job duties demand.
AAP/EEO Statement GSUSA is an equal employment opportunity employer.
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Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.
As a mission‑driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.
Girl Scouts are doers, innovators, problem‑solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life‑changing Girl Scout Leadership Experience.
This is a Hybrid role with in NYC Office 2 days a week.
Position Summary The Analyst, CS Experience is a core member of the customer care team. This customer‑facing role responds to requests for assistance and concerns that come in through the national 800 phone number, live chat, email, and social media monitoring platforms, reinforcing Girl Scouts’ reputation as a leading brand that puts their customers’ needs first. The analyst 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, and leads special projects as assigned. The analyst reports to the Manager, CS Experience, who manages a team of customer care subject experts.
ESSENTIAL RESPONSIBILITIES – Primary Duties Of The Position Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Thorough and prompt responses to social media, phone calls, live chat, e‑mail inquiries and assistance requests based on a working knowledge of GSUSA policies and positions, sensitive issues messaging, content of Knowledge, Salesforce Chatter communities, communications alerts, FAQs, official documents, webinar content, and other materials.
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. Learn new technology quickly and thoroughly. Create 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. Ensures that a cooperative and supportive relationship is maintained with direct team, volunteers, Girl Scout councils, GSUSA staff members, and the public.
Escalate tickets to councils and to 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: 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.
Required Competencies
5+ years relevant experience in customer care/service in phone/chat/email/social media. Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public.
Ability to manage expectations, outstanding organizational skills, strong reading comprehension and ability to communicate results. Demonstrates excellent written and verbal communication skills.
Answers questions and inquiries, problem‑solves, and investigates customers’ issues while maintaining a knowledgeable, professional approach to customer care. Ability to handle challenges with a smile, love to help people; strong interpersonal skills, demonstrates empathy and commitment.
Must have strong technical skills, including Microsoft Suite, and ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.
Demonstrates strong problem‑solving ability, including within tight timeframes and with multiple customers. Ability to multi‑task while meeting deadlines.
Develops understanding of the experiences, products, and services of GSUSA. Fosters innovation by seeing opportunities, not just issues or problems.
Focuses on continuous learning and development. Works effectively within a team and cooperates and contributes to team knowledge, skills, and processes.
Participates in cross‑functional project teams by providing basic customer information or by conducting 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 (aka Solutions in Salesforce), and 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 software ticketing systems such as Salesforce Service Cloud
Phone call management system
Email management
REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s degree or equivalent experience
Minimum of five (5) years’ experience in customer service environment
SALARY RANGE $65,000 – $80,000
This represents the present low and high end of the pay range for this position. Actual pay will vary based on various factors, including but not limited to experience.
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 employee salary and benefits package that includes:
Paid Time Off
20+ days of paid time off
2 floating holidays
9 workplace holidays per year
Paid holiday year‑end office closure between Christmas and New Year’s
Other Benefits
Medical and Behavioral Health Coverage – Plan options with individual and family coverage, including wellness, hospitalization, and fertility assistance. Both plans include GSUSA partial subsidy of premium costs. Dental and vision coverage.
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts.
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 for salary continuation
Health and Wellness Classes and Activities throughout the year
Access to Employee Engagement Groups
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
WORK ENVIRONMENT This job operates in a professional office environment.
POSITION TYPE – EXPECTED HOURS OF WORK This is a full‑time position with Weekend and Holiday shift. Days and hours of work are Thursday through Monday with a 35 hour per week schedule. Evening work required as job duties demand.
AAP/EEO Statement GSUSA is an equal employment opportunity employer.
#J-18808-Ljbffr