Customer Care Representative - Buffalo Receptionist

  • Job Tracking ID: 512705-717874
  • Job Location: Depew, NY
  • Job Type: Full-Time/Regular
  • Date Updated: February 07, 2020
  • Starting Date: ASAP



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Job Description:

ABOUT GIRL SCOUTS:

Are you mission-driven, looking to work in a dynamic team environment, and influence the lives of girls? If so, take the time to check out Girl Scouts of Western New York.

Since 1912, Girl Scouts has empowered girls to develop the skills and the voice to become successful and productive citizens. Girl Scouting builds girls of courage, confidence and character, who make the world a better place.

If you’d like to be part of this exciting, empowering, and valuable experience, we encourage you to apply.  We look forward to hearing from you!

 

POSITION SUMMARY:

The Customer Care Representative – Receptionist, with accuracy and efficiency, will act as a liaison, provide service/product information and resolve any emerging problems that an internal or external customer might face.

ESSENTIAL FUNCTIONS:                   

  • Manages all general customer inquiries external and internal.
  • Identify and assess customers’ needs to achieve company satisfaction.
  • Enhance organizational reputation with knowledge of council programs events and FAQ.
  • Accurately operates the point-of-sale computer system, including opening, processing all individual transactions and complete daily closing. Complete daily close out paperwork and reporting.
  • Process, scan/file all monies and paperwork as received from external and internal customers; forward all documentation after payment is processed through Docuware or to the proper staff/department in a timely manner.
  • Distribute all incoming and outgoing mail to the appropriate staff along maintaining a high level of confidentiality.  Exercise a high level of discretion and judgement in dealing effectively with all parties concerned. Maintain postage meter account, refill of funds, and monthly reports.
  • Diligently coordinate and manage all general service center and related activities including but not limited to: maintain/order office supplies, maintain/order kitchen/coffee supplies, copy machine supplies, vehicle logs and keys, and IT items.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Provide accurate, valid and complete information by using the right methods/tools to record all customer interactions.
  • Build sustainable relationships and trust with internal and external customers through open and interactive communication.
  • Provide support to the Executive Assistant, Human Resources, Finance and members of Executive Leadership Team as needed;
  • Handle special projects to support needs from other staff/departments; these projects are something that can be completed at the reception desk.
  • Meet personal/customer care team first contact resolution goals.
  • Assist in training and communication of peers.
  • Follow all communication procedures, guidelines, and policies.
  • Cross trains in and support Case Management and Retail.
  • Support the Council’s strategic goals and mission as an active and engaged member of the GSWNY team.

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Other duties may be assigned as needed.  GSWNY maintains the right to add, change or alter the functions of this position at any time.

Experience and Skills:

EXPERIENCE & QUALIFICATIONS:   

  • Girl Scouts is proud to serve a diverse community of girls and volunteers.  Bilingual language skills or proficiency in one or more non-English language is always appreciated, though not required;
  • A combination of education and experience equivalent to a High School Degree (or equivalent) plus one or more year of experience in a customer service and/or retail role;
  • Customer Centric individual with attention to details;
  • Proven customer support experience or experience as a client service representative;
  • Knowledge of point of sale (“POS”) system operations, handling monies, and financial/retail record keeping preferred;
  • Previous experience with SalesForce or similar case management system (CRM) a plus, though not required;
  • Ability to learn, understand and apply the case management system;
  • Excellent listening skills and the ability to ask probing questions to understand concerns and overcome objections;
  • Ability to maintain a professional, calm demeanor;
  • Ability to multi-task, take initiative in making decisions, prioritizes, and manage time effectively under minimal supervision;
  • Ability to handle sensitive information and maintain confidentiality;
  • Strong analytical skills and problem-solving abilities;
  • Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, etc.);
  • Ability to project a high level of professionalism at all times;
  • Capacity to manage stress effectively and work well under pressure;
  • Excellent oral and written communication skills and the ability to communicate clearly;
  • Proven capability to work in a collaborative, service-focused environment; and
  • Capacity to work well with others in a congenial and effective manner.

ADDITIONAL REQUIREMENTS:         

  • Commitment to diversity and ability to interact with diverse populations;
  • Ability to effectively manage and foster relationships with council staff, volunteers and within community;
  • Subscribe to the principles of the Girl Scout Movement and become a registered member of GSUSA;
  • Successfully pass the required background checks at hire and thereafter;
  • Maintain reliable transportation to and from home and work;
  • Ability to meet the travel requirements of the position to conduct Council business; and
  • If travel is required, must possess a valid driver’s license, meet minimum state auto insurance requirements, and meet the insurance carrier’s requirements for coverage.

HOURS & TRAVEL:

  • 37.5 hours per week;
  • Days, Nights (Weds till 6:15 p.m.) and some Saturdays (9 a.m.-12 p.m.);
  • No travel required except for council events or meetings as needed.  Less than 10% travel.

GIRL SCOUT MEMBERSHIP:

All Employees of Girl Scouts must maintain an active, annual membership in Girl Scouts of Western New York.  This membership must be renewed annually, and all newly hired employees are expected to enroll with GSWNY within the first 30 days of their employment.

Job Benefits:

Girl Scouts of Western New York offers competitive group health benefits, 401(k) and various ancillary plan offerings, as well as generous paid-time off and paid family leave to all full-time employees, and anyone working 30 or more hours per week. 

GSWNY is also grateful to have several partnerships with local businesses throughout Western New, offering special deals and incentives to GSWNY employees and members.

 

WHY NOT VOLUNTEER?!:

If this role is not quite what you are looking for, but you are still interested in being part of the Girl Scouts of Western New York community, why not become a volunteer?  We are always looking for adult volunteers to help us bring our program to girls in our communities, where we strive to build girls of courage, confidence, and character who make the world a better place!  For more information on becoming a GSWNY volunteer, please visit our website at: https://www.gswny.org or email Customer Care at customercare@gswny.org  We look forward to hearing from you!

EQUAL OPPORTUNITY EMPLOYMENT:
Girl Scouts of Western New York celebrates diversity in all forms and is committed to creating an inclusive, collaborative and supportive environment for all.  All employment decisions are based qualifications, merit, performance and the needs of the organization.  As an equal opportunity employer, GSWNY does not discriminate on the basis of any qualified applicant’s race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status or any other groups or persons protected by federal, state or local law.


WHY NOT VOLUNTEER?!:
If this role is not quite what you are looking for, but you are still interested in being part of the Girl Scouts of Western New York community, why not become a volunteer?  We are always looking for adult volunteers to help us bring our program to girls in our communities, where we strive to build girls of courage, confidence, and character who make the world a better place!  For more information on becoming a GSWNY volunteer , please visit our website at: https://www.gswny.org or email Customer Care at customercare@gswny.org   We look forward to hearing from you!