<p>Position Summary</p> <p>The 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.</p> <p>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.</p> <p>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.</p> <p>Major Accountabilities</p> <ul> <li>Answer, research, and resolve customer inquiries with the overall goal of improving customer satisfaction. </li><li>Respond professionally and patiently to inbound calls, emails, and written requests from members, volunteers, families, staff, and community partners. </li><li>Escalate or expedite customer concerns appropriately and ensure timely resolution. </li><li>Maintain detailed documentation of customer inquiries, actions taken, and final outcomes. </li><li>Ensure the accurate and timely processing of data within membership and customer databases. </li><li>Maintain strict confidentiality of all member and customer data. </li><li>Collaborate cross-functionally with internal departments to resolve inquiries and ensure Tier 1 responses remain accurate and current. </li><li>Identify recurring customer trends, service gaps, or system issues and communicate recommendations to the Customer Care Lead. </li><li>Support reception and general front-line customer care functions as assigned. </li><li>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. </li></ul> <p>Core Competencies</p> <ul> <li>Excellent customer service orientation </li><li>Strong verbal and written communication skills </li><li>Strong listening and problem-solving skills </li><li>Attention to detail and data accuracy </li><li>Ability to remain calm under pressure </li><li>Strong interpersonal and teamwork skills </li><li>Adaptability and sound judgment </li><li>Ability to work effectively with diverse staff, volunteers, girls, and families </li></ul> <p>Education and/or Work Experience</p> <ul> <li>High School Diploma, GED, or equivalent required </li><li>Minimum of 2 years of customer service or call center experience preferred </li><li>Experience working in a nonprofit, membership, or youth-serving environment preferred </li></ul> <p>Additional Job Requirements & Physical Demands</p> <ul> <li>Must reside in Connecticut </li><li>Ability to work a flexible day-shift schedule, with occasional evenings during peak operational months </li><li>Ability to report to the office 2-3 times per month </li><li>Ability to maintain positivity and professionalism on the telephone at all times </li><li>Strong proficiency in Microsoft Office Suite and database systems </li><li>Ability to operate phone and computer systems simultaneously </li><li>Ability to work independently while managing multiple priorities </li><li>Strong typing, data entry, and documentation skills </li><li>Demonstrated written and verbal communication excellence </li><li>Ability to communicate effectively with diverse audiences </li><li>Ability to work effectively in a team-based hybrid environment </li><li>Demonstrated willingness to learn Girl Scout programs, principles, and standards </li><li>Become a registered member and maintain current GSUSA membership </li><li>Ability to lift, carry, push, pull, or move objects up to 20 lbs. </li><li>Ability to sit for extended periods with continuous computer and phone use </li><li>Bilingual or multilingual communication skills in English and one or more additional languages, such as Spanish, Portuguese, French, or Polish, are strongly preferred. </li></ul>