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Girl Scouts of Eastern Missouri

Senior Manager, Customer Services

SUMMARY OF POSITION

The Senior Manager, Customer Service is responsible for providing excellent customer service to our membership through supervision of the customer service center. 

MISSION OF GIRL SCOUTING

Girl Scouting builds girls of courage, confidence and character, who make the world a better place.

All employees are expected to fully support the work and mission of the organization.

ESSENTIAL FUNCTIONS and ACCOUNTABILITIES

  1. Oversees the customer service center to provide members with assistance through online and on call support
  2. Provides troubleshooting assistance, brief training, and additional information to members to improve member satisfaction
  3. Has a high comfort level with all database and registration systems and supports the registration needs of all departments and our members
  4. Assists with data entry and reporting; managing rosters and reports to support all departments
  5. Ensures the integrity of data by performing regular quality assurance checks
  6. Member Financial Services – provides oversight for distribution of program scholarships
  7. Disabilities Services – provides information to members with needed accommodations
  8. Develops data driven plans to achieve goals and sets benchmarks to measure success
  9. Completes all required documentation in an accurate, thorough, and timely manner
  10. Responsible for the training and management of direct reports
  11. Meets or Exceeds all assigned departmental goals and works to support the overall goals of the Council
  12. Works to advance the mission of Girl Scouts and is a collaborative member of the Operations and Leadership Teams
  13. Represents the organization in a professional manner at all times and communicates effectively
  14. Performs duties with a high level of fiscal responsibility and operates all assigned cost centers at or better than budget
  15. All other duties as assigned 

SUPERVISORY RESPONSIBILITY

Positions directly reporting to this position are:

  • Customer Service Representatives 

QUALIFICATIONS

  1. Supports organizational diversity and fund development goals of Council
  2. Bachelors in related field
  3. Excellent Customer Service Skills
  4. Works collaboratively both internally and externally
  5. Basic Microsoft Word and Excel knowledge and experience
  6. Ability to work some nights and weekends 

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

If your position requires that you drive an average of one (1) day per week or more, you must possess a valid state driver’s license and a driving record that is acceptable to our insurance carrier. 

PHYSICAL REQUIREMENTS

While performing the duties of this job, the incumbent:

  1. is frequently required to sit and operate a computer
  2. is frequently required to talk and hear, stand and walk, sit and use hands to manipulate and feel
  3. is occasionally required to reach with hands and arms
  4. must be able to regularly lift and/or move up to 25 pounds
  5. must have the following vision abilities: close vision, distance vision and depth perception
  6. is required to drive/operate an automobile

APPLICATION INFORMATION

To apply for this position, please visit our website at http://www.girlscoutsem.org/en/about-girl-scouts/our-program/employment.html.  

 AN EQUAL OPPORTUNITY EMPLOYER

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3120 locust • st. louis, mo 63103 • p. 314.533.0930   solutions@theromegroup.com