Job Description
Job Title Customer Service Manager
Job ID 814537
Location HOUSTON,  TX 77098-4508
Other Location
Description
Imagine joining a group of individuals—each with their own unique skills and passions, but united by a common purpose.
Imagine yourself at Girl Scouts!

 
Founded in 1922 and located in Houston, TX, the Girl Scouts of San Jacinto Council is a community-based organization dedicated to building girls of courage, confidence and character, who make the world a better place. We have more than 65,000 girl members and 17,000 adult members serving 26 counties in Southeast Texas.
 
Girl Scouts of the USA (GSUSA) is the world's preeminent organization for girls, with a membership of more than 3.5 million girls and adults. Today, as when founded in 1912, GSUSA helps cultivate values, social conscience and self-esteem in young girls, while also teaching them critical life skills that will enable them to succeed as adults. In Girl Scouting, and its special girl-only environment, girls discover the fun, friendship and power of girls together.
 
We are seeking career professionals committed to making a difference. Working with the Girl Scouts—an organization with a solid history and a growing future—means working to your full potential in a dynamic and diverse environment.
 
As we continue to guide our members to serve their community with a strong sense of leadership and dedication, we are seeking the following position to help achieve our mission:
 
Customer Service Manager
 
Summary: Responsible for establishing case management and customer tracking processes; addresses complaints, inquiries and problems and resolves multifaceted practical problems as they arise; determines and manages the documentation of resolution of customer service requests. Develops and delivers Customer Service trainings. Monitors and reports customer service activities.

Essential Duties and Responsibilities include the following and other duties as assigned.
  • Train and supervise Customer Service staff, implementing performance factors, appraising results and providing ongoing guidance, in consultation with Customer Service Director.
  • Establish a strong culture of exceeding customer expectations and ensuring customer satisfaction. Ensure staff have comprehensive understanding of the critical importance their role plays in providing all customers access to Girl Scout resources and offerings. Prepare staff for customer impacts related to changes to business processes and expected increased needs for service.
  • Coordinate and support the council's switchboard operations including writing the daily schedule, expanded hours calendar and holiday messages.
  • Support functions of a multi-channel contact center using customer relationship management systems, processes and technologies. Establish workflow and call center customer tracking processes and documentation of resolution of customer service requests. Monitor and report on customer service activity. Assist with training for new and existing staff.
  • Establish and implement standards for contact tracking and case management, including solution building, for all council staff.
  • Implement organizational customer service strategies, develop reference materials and standard operating procedures and call monitoring processes
  • Address complaints, inquiries and problems; resolve multifaceted practical problems as they arise, and provide timely feedback to staff or volunteers.
  • Manage and direct customer service personnel, and/or other support staff to ensure overall coordination of the customer service process.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Analytical — Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Business Acumen — Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Communications — Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.
Conflict Resolution — Encourages open communications. Confronts difficult situations. Maintains objectivity. Keeps emotions under control. Uses negotiation skills to resolve conflict.
Customer Service — Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Delegation — Delegates work assignments. Matches the responsibility to the person. Gives authority to work independently. Sets expectations and monitors delegate activities. Provides recognition for results.
Initiative — Volunteers readily. Undertakes self-development activities. Seeks increased responsibilities. Takes independent actions and calculated risks. Looks for and takes advantage of opportunities. Asks for help when needed.
Innovation — Displays original thinking and creativity. Meets challenges with resourcefulness. Generates suggestions for improving work. Develops innovative approaches and ideas.
Job Knowledge — Competent in required job skills and knowledge. Exhibits the ability to learn and apply new skills. Keeps abreast of current developments. Requires minimal supervision. Displays understanding of how job relates to others. Uses resources effectively.
Judgment — Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision making process. Makes timely decisions.
Leadership — Exhibits confidence in self and others. Inspires respect and trust. Reacts well under pressure. Shows courage to take action. Motivates others to perform well.
Managing Customer Focus — Promotes customer focus. Establishes customer service standards. Provides training in customer service delivery. Monitors customer satisfaction. Develops new approaches to meeting customer needs.

Pluralism Statement: Girl Scouts of San Jacinto Council is a pluralistic movement, committed to understanding our similarities and differences, building relationships and promoting a dialogue of acceptance and respect.  Each individual involved must uphold the tenet that Girl Scouting is for all girls.
 
 
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