Associate, Production Support

Girl Scouts of the USA

Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.

As a mission-driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.

Girl Scouts are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life-changing Girl Scout Leadership Experience.

This position is hybrid with 2 days in the New York City office.

The Revenue Office/Girl Scout Merchandise leads merchandising, licensing, product sales, and other revenue streams, which in turn fund both Girl Scouts of the USA programming and administration and local council revenue. The teams at this division include e-commerce, operations, retail, licensing, and the famous Girl Scout Cookie Program and work closely with all the other communities to bring products to market for our Girl Scouts and to the public. The team also collaborates closely with external vendors, sponsors, and external agencies.

POSITION SUMMARY

The Associate, Production Support is a member of Team Cookie. This position is a customer-facing role, responding to requests for assistance and responses to concerns that come in through the national 800 phone number, Live Chat and email to case inquiries through Salesforce, reinforcing Girl Scouts' reputation as a leading brand who puts their customers' needs first.

Provides general and technical support to users by researching and answering questions and troubleshooting problems.

The Associate works with cross-functional teams to ensure timely, accurate, consistent response to customer inquiries.

This position will work collaboratively to support escalation, effective communications and provide other customer-related services, as needed.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL RESPONSIBILITIES - Primary duties of the position

Respond promptly to live chat, phone calls, e-mail inquiries and assistance requests based on a working knowledge of GSUSA operations and policies.

Provides technical support to users by researching and answering questions and troubleshooting problems.
• Creates and monitors cases in Salesforce Service Cloud case management system.
• Learn new technology quickly and thoroughly.
• Create tickets (phone to case and web to case) into Salesforce Service Cloud as part of the customer service interaction.
• Maintains cases, problem-solve individual customer needs, and responds within the service level agreement for the department and customer type.
• Escalate cases to councils, external vendors and to internal GSUSA staff, when necessary.
• Identifies Digital Cookie production and documents challenges as needed.
• Creates customer service email templates, Live Chat and ChatBot responses.
• Reviews and updates Digital Cookie FAQs and marketing emails for all audiences (girl/caregiver, volunteers, customers).
• Creates training materials in gsLearn or similar video modules to use in training internal team members.
• Manage and resolve order issues - chargebacks investigation, refunds, duplicate orders, address verifications, payment capture failures, and payment vendor outages.
• Works with internal partners for quality assurance testing of Digital Cookie and other technical products.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.

REQUIRED COMPETENCIES

Administrative coordination duties or may support Executive Team with confidential, administrative support; Individual Contributors who may have responsibility for projects or processes and who are still developing.

• 5+ years relevant experience in customer care/service in phone/email/social media. Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public.

• Ability to manage expectations, outstanding organizational skills, strong reading comprehension and ability to communicate results. Demonstrates excellent written and verbal communication skills.

• Answers questions and inquiries, problem-solves, and investigates customers' issues while maintaining a knowledgeable, professional approach to customer care. Ability to handle challenges with a smile, love to help people; strong interpersonal skills, demonstrates empathy and commitment.

• Must have strong technical skills, including Microsoft Suite, and ability to learn new applications quickly. Must learn Salesforce Service Cloud if inexperienced with the platform.

• Demonstrates strong problem-solving ability, including within tight timeframes and with multiple customers. Ability to prioritize and multi-task while meeting deadlines.

• Develops understanding of the experiences, products, and services of GSUSA. Fosters innovation by seeing opportunities, not just issues or problems.

• Focuses on continuous learning and development. Works effectively within team and cooperates and contributes to team knowledge, skills, and processes.

• Participates in cross-functional project teams by providing basic customer information or by conducting specific tasks.

• Supports Digital Cookie as well as other team functions as needed.

• Maintains knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.

SALARY RANGE: $66,900 - $88,000

This represents the present low and high end of the pay range for this position. This pay range is only applicable to NYC Metro-based employees, on a hybrid schedule. Actual pay will vary based on various factors, including but not limited to experience.

What We Offer:

Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes:

Paid Time Off:

GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.

Other Benefits:

• Medical and Behavioral Health Coverage
  • Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
  • Both plans include GSUSA partial subsidy of premium costs
  • Dental and vision coverage

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
• Company-paid life insurance
• Flexible work arrangements
• 12 weeks of paid parental leave
• 401(K) with company match
• Sick leave
• Short- and Long-Term Disability for salary continuation
• Health and Wellness Classes and Activities throughout the year
• Access to Employee Engagement Groups

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT: This job operates in a professional office environment.

POSITION TYPE: This is a full-time position.

AAP/EEO Statement: GSUSA is an equal employment opportunity employer.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT: This job operates in a professional office environment.

POSITION TYPE / EXPECTED HOURS OF WORK: This is a full-time position. Days and hours of work are Monday through Friday with a 35 hour per week schedule. Occasional evening and weekend work may be required as job duties demand.

AAP/EEO Statement: GSUSA is an equal employment opportunity employer.