Customer Experience Retail Coordinator
Job Details
Southlake - Southlake, TX
Full Time
Any
Nonprofit - Social Services
Job Summary

The Customer Experience Retail Coordinator (CERC) will build relationships with Girl Scout volunteers and parents in their community, working to provide excellent customer service in person, over the phone and by email.  The person in this role will primarily operate out of the Southlake location with occasional travel to Fort Worth. Implementation of the day-to-day operations of the Girl Scouts of Texas Oklahoma Plains and council shops include: selling merchandise, monitoring and evaluating inventory stock levels, and placing orders to ensure adequate merchandise supply is available. The CERC will also creatively and pro-actively work to meet the needs of customers via pop-up shops at programs, registration, and renewal support at membership events, and be a resource on all-things Girl Scouts. A portion of this role is daily use of Salesforce to maintain accurate customer records, complete detailed technical processes, and provide support to members. A desire to delight our customers is required. A faster-than-average pace will be the norm for this position. Detail work is a major focus of this position, and details need to be handled quickly, correctly, and efficiently. This position must demonstrate and promote diversity, equity, inclusion, and racial justice as a priority of the team including an ongoing climate of courtesy, respect, and professionalism to all. This portion of the work will often focus on relationships with others; correct handling of details dealing with others is necessary to maintain and grow relationships.

Description and Qualifications

Essential Duties and Responsibilities

Support customer service functions.

  1. Oversee the daily retail operations and ensure all cash receipt reports and deposits are completed accurately and on time.
  2. Answer incoming calls/requests; engage in problem-solving and provide solutions; manage and respond appropriately to all inquiries including but not limited to email, phone and walk-in customers.
  3. Manage the GS-TOP Online Shop, to include adding of new merchandise, loading images, updating current merchandise information and providing customer service by completing and shipping orders in a timely manner.
  4. Responsible for the Girl Scout Merchandise inventory and placing orders to maintain appropriate levels to meet the needs of the customers.
  5. Maintain a customer-centric environment in public areas of council facilities.
  6. Maintain and operate the retail shop including making sales, managing inventory, refreshing shop displays and organizing stockroom merchandise.

Provide high quality customer service.

  1. Ensure and provide quality service to both internal and external customers.
  2. Daily utilization of Salesforce to research customer information in assisting and providing a personalized shopping experience.
  3. Answer inquiries by clarifying desired information, researching, locating and delivering findings.
  4. Maintain contact center database by entering information accurately and quickly.
  5. Enhance organization reputation by providing a positive customer experience for all those contacted, either in person or by phone.
  6. Must be professional, respectful, enthusiastic, and polite to members, prospects, volunteers, community partners, coworkers, and others.
  7. Manage processes that include, but are not limited to, office equipment management and office supply stocking.
  8. Provide support to customers as they use our online systems.
  9. Support all GS-TOP programs and events by fielding customer questions.

Support administrative functions.

  1. Provide back-up administrative support across all departments as needed which may include the production of written materials and reports (copying, assembling, etc.), filing, data entry (i.e. program evaluations, data cleaning queries), equipment check out, and front desk staffing, office supply stocking, and business machine management.
  2. Process registration forms and financial assistance applications precisely and completely.
  3. Maintain accurate and detailed records of customer communication and transactions.
  4. Promote and assist with Council-wide programs, membership events, activities, public relations and fund development endeavors.
  5. Keep up with trends and changes. Keep informed of federal, state and local laws governing Texas and Oklahoma. 

Support Registration functions.

  1. In partnership with the Director of Data Integrity and Customer Experience Retail Manager will provide support to all areas in processing event, membership, and other registration duties as assigned Retail and Customer Care Manager.

Core Competencies

  1. Interpersonal Relations                                     10.  Conflict Management
  2. Customer Service Responsiveness                  11.  Adaptability
  3. Oral and Written Communication Skills            12.  Team Building
  4. Personal Integrity and Professional Conduct   13.   Information Management
  5. Decision and Judgement                                  14.  Organization Knowledge
  6. Accounting Basics and Business Acumen        15.  Self-Management
  7. Fostering Diversity                                            16.  Achieve results

     8.  Judgement and Decision Making                    17. Time Management

     9.  Problem Solving                                                 

 

Job Qualifications - - Knowledge, skills and abilities

  1. Minimum 2 years of experience working in retail or equivalent experience preferred.
  2. Bilingual (Spanish) bicultural, preferred but not required.
  3. Excellent verbal and written communication skills.
  4. Commitment to the mission and purpose of Girl Scouting.
  5. Membership in Girl Scout organization.
  6. Must be willing to work with all persons without regard to race, religion, ethnic origin, socio-economic status, sexual orientation, age, or disability.
  7. Experience in Salesforce is a plus.
  8. Proven ability to work with staff, volunteers, third party vendors and other businesses.
  9. Proven ability to effectively manage multiple priorities, meet deadlines and produce results.
  10. Proficiency in Microsoft Office Suite including Outlook, Word, Excel and PowerPoint.
  11. Verbal fluency, good grammar and professional appearance.
  12. Ability to utilize with fluency the internet and other technical computer skills in council systems.
  13. Ability to maintain confidentiality.
  14. Proven ability to sort and process mail and to generate labels for envelopes, first class, priority, express, fed-ex, UPS and certified mail.
  15. Must complete and pass a criminal background check and drug screening.
  16. Perform other duties as assigned by the Retail and Customer Care Manager.

Physical Demands and Work Environment

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this position, the employee is regularly required to speak or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools or controls.  The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl, work in an office environment, work in a seated position, and work with computers.
  • The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.  The noise level in the work environment is usually moderate.

Certifications/Licenses

           None required.

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