Customer Care Advisor
Non-Exempt Position
Mason City
The Customer Care Advisor is the first point of contact for shop customers and inquiries via phone, email or in person. This position is tasked with providing the highest level of customer service to all customers, and for staying up to date on customer inquiries and available knowledge articles. By shaping the experiences of customers when they walk into our leadership centers, this position plays a key role in the council’s overall goals and supporting the Girl Scout mission.
A day in the life…
- Answer incoming calls, in-person requests, or cases; engage in problem-solving and provide solutions to address tier 1 customer inquiries
- Interact with customers via written communications, in person or over the phone
- Respond to all inquiries in an appropriate, prompt, and efficient manner. Provide a positive customer experience by clarifying information and researching issues. Utilize council resources, including our website, the Bridge, Shout Out emails, and Knowledge Articles, to locate and deliver findings to customer
- Work with the Director of Customer Care & Retail to identify customer case trends and propose solutions
- Help customers register for membership, camp, or programs/events using available technology
- Manage equipment check-out process and tracking
- Manage daily
operations in regional shop, following best practices and standard
operating procedures. The regional shops each account for
approximately 10-15% of overall council shop revenue. Processes and
procedures include:
- Reconciling daily shop sales and cash receipt records
- Ring up customer transactions through the point-of-sale system
- Keep shop displays clean & rearrange to promote seasonal items
- Annual inventory process in conjunction with Director of Customer Care & Retail
- Ongoing inventory management in conjunction with Director of Customer Care & Retail
- Ensure coverage as needed for phones and retail shop
- Oversee incoming and outgoing mail via USPS, UPS, and FedEx
- Perform other duties as assigned
- Promote and assist with Council wide programs, activities, public relations, and philanthropy endeavors
- Required to contribute to Product Program, Recruitment, and Iowa State Fair initiatives
The fine print…
- You will be on the phone up to 75% of your day, depending on the season; must be able to communicate clearly and professionally on the phone
- You must be able to comfortably navigate technology, including Microsoft Office, web-based Customer Relationship Management system, Point-of-Sale system, and inventory management system
- Shop hours vary seasonally; including possible extended hours during the week (i.e. 6 p.m.) and select Saturday openings from 9 a.m. – 1 p.m. Individual staff schedule to be determined and subject to change
- High school education or GED with a minimum of 3 years’ customer service experience or Associates Degree with 1 year experience
- Join the club! Each staff member is required to become a member of GSUSA
- Flexibility is key. We’ll need you to work weekends and evenings as needed
- Valid Driver’s License
