Customer Care Specialist (Call Center)- Lima-Girl Scouts

Job Description

Job Title: Customer Care Specialist (Call Center)- Lima

Company: Girl Scouts

Location: Lima, OH

Pay: $16.25 per hour

AI Pay Analysis: The hourly rate of $16.25 for a “Customer Care Specialist (Call Center)” in Lima, OH, is generally on the lower end of the spectrum when compared to national averages for similar roles, which typically range from $17 to $25 per hour depending on experience and specific responsibilities. While the cost of living in Lima is lower than in many urban areas, this wage may not be competitive enough to attract candidates with significant experience or specialized skills. Furthermore, considering the growing demand for customer service roles and the trend toward higher pay in many industries, employers in that region might need to offer more competitive wages or additional benefits to attract and retain talent effectively.

Job description:

We are seeking a Customer Care Specialist to join our Lima, Ohio team. The Customer Care team serves as the primary point of contact for our council, expertly guiding prospective volunteers and future Girl Scouts through the process of joining our organization. Our Customer Care Specialists deliver call center support, addressing inquiries on a wide range of topics related to the Girl Scouts of Western Ohio, including volunteer opportunities, troop formation, enrolling new members, registering for events, and locating Girl Scout Cookies.

This position entails providing exceptional support via phone, email, and in-person interactions, while meticulously tracking all correspondence and inquiries in Salesforce, our case management system. The ideal candidate will possess a background in call center operations, customer service, or as a receptionist, with proven experience delivering both phone and email support. Proficiency in software applications such as Excel and Word is required, alongside a capacity for managing spreadsheets and gathering data. A highly organized, self-motivated individual with a friendly and professional demeanor will excel in this role, as strong communication skills and timely, accurate problem resolution are paramount. Collaboration and a strong knowledge base regarding council activities will also be essential for team success.

Responsibilities:

• Serve as the initial contact for all customer inquiries.
• Provide quality customer service by managing and responding to inquiries professionally across email, phone, and in-person.
• Offer telephone support at the customer care help desk, handling a high volume of calls.
• Clarify and address inquiries by researching and delivering precise information.
• Document all customer interactions in Salesforce efficiently and accurately.
• Enhance the organization’s reputation through positive customer experiences.
• Support business services staff as needed.
• Provide front desk support, assisting walk-in guests and volunteers, and act as backup for the retail council shop during breaks and absences.

Requirements and Experience:

• High school diploma or GED, with a minimum of one year in a high-volume call center environment.
• Exceptional customer service aptitude.
• Strong verbal and written communication skills.
• Proficient technical skills in Microsoft Office, with intermediate knowledge of Word and Excel; introductory knowledge of Publisher is desirable.
• Familiarity with Outlook, calendar management, email systems, and social media.
• Proven ability to assist internal and external customers by researching and promptly responding to requests.
• Strong organizational skills for managing materials and documents.
• Capability to prioritize and analyze information to handle matters appropriately.
• Valid state driver’s license and reliable vehicle for travel within the Girl Scouts of Western Ohio region.

Supervisory Responsibility:
This position carries no supervisory responsibilities.

Position Type/Expected Hours of Work:
This is a full-time role, typically scheduled Monday through Friday from 8:30 a.m. to 6:00 p.m. The position is eligible for a hybrid work arrangement, permitting up to two remote days per week.

Compensation & Benefits:
We offer an hourly wage of $16.25 along with a comprehensive benefits package.

Perks:

• Opportunities for skill-building and career advancement.
• A supportive environment fostering learning and development.
• Flexibility to achieve work/life balance.
• Potential for hybrid teleworking after the training period.
• A range of insurance options including medical, dental, vision, life, and accident insurance.
• 401K with a 100% company match up to 5% of salary.
• Annual paid Winter Break from December 25th to January 1st.
• 12 days of paid vacation and 6 days of paid sick leave.
• Join a high-achieving, enjoyable team within a casual dress code environment.

We pride ourselves on maintaining a collaborative, creative workspace where employees are encouraged to contribute to our processes, decisions, planning, and organizational culture.

Diversity, Equity, Inclusion, and Belonging (DEIB):
As an equal opportunity employer, GSWO is committed to building a diverse workforce and fostering an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any characteristic protected by law. GSWO is proud to be an EEO/Minority/Female/Disability/Veteran employer.

Job Posting Date: Thu, 23 Jan 2025 08:19:12 GMT

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