Customer Care Specialist

Position SummaryThe Customer Care Specialist supports the day-to-day operations of the Customer Care Department, including call center support, reception coverage, and member service response functions. This full-time role is responsible for delivering exceptional service to internal and external customers by responding to phone, email, and written inquiries; resolving concerns; documenting outcomes; and ensuring timely follow-up in accordance with departmental procedures.This position plays a critical role in maintaining high levels of customer satisfaction by serving as a reliable first point of contact and providing accurate information, resources, and support across departments. The Customer Care Specialist must consistently project a professional, patient, and positive image that reflects Girl Scouts of Connecticut's values, policies, and service standards.This is a full-time hybrid position with limited in-office responsibilities. The selected candidate must reside in Connecticut and be available to report to the office 2–3 times per month for meetings, training, collaboration, or operational support.Major AccountabilitiesAnswer, research, and resolve customer inquiries with the overall goal of improving customer satisfaction.Respond professionally and patiently to inbound calls, emails, and written requests from members, volunteers, families, staff, and community partners.Escalate or expedite customer concerns appropriately and ensure timely resolution.Maintain detailed documentation of customer inquiries, actions taken, and final outcomes.Ensure the accurate and timely processing of data within membership and customer databases.Maintain strict confidentiality of all member and customer data.Collaborate cross-functionally with internal departments to resolve inquiries and ensure Tier 1 responses remain accurate and current.Identify recurring customer trends, service gaps, or system issues and communicate recommendations to the Customer Care Lead.Support reception and general front-line customer care functions as assigned.Embrace and enhance a culture that values diversity and ensures staff, volunteer, and girl experiences reflect the Council's commitment to diversity, equity, inclusion, and belonging.Core CompetenciesExcellent customer service orientationStrong verbal and written communication skillsStrong listening and problem-solving skillsAttention to detail and data accuracyAbility to remain calm under pressureStrong interpersonal and teamwork skillsAdaptability and sound judgmentAbility to work effectively with diverse staff, volunteers, girls, and familiesEducation and/or Work ExperienceHigh School Diploma, GED, or equivalent requiredMinimum of 2 years of customer service or call center experience preferredExperience working in a nonprofit, membership, or youth-serving environment preferredAdditional Job Requirements & Physical DemandsMust reside in ConnecticutAbility to work a flexible day-shift schedule, with occasional evenings during peak operational monthsAbility to report to the office 2–3 times per monthAbility to maintain positivity and professionalism on the telephone at all timesStrong proficiency in Microsoft Office Suite and database systemsAbility to operate phone and computer systems simultaneouslyAbility to work independently while managing multiple prioritiesStrong typing, data entry, and documentation skillsDemonstrated written and verbal communication excellenceAbility to communicate effectively with diverse audiencesAbility to work effectively in a team-based hybrid environmentDemonstrated willingness to learn Girl Scout programs, principles, and standardsBecome a registered member and maintain current GSUSA membershipAbility to lift, carry, push, pull, or move objects up to 20 lbs.Ability to sit for extended periods with continuous computer and phone useBilingual or multilingual communication skills in English and one or more additional languages, such as Spanish, Portuguese, French, or Polish, are strongly preferred.#J-18808-Ljbffr