Analyst, CS Experience

Analyst, Cs Experience

Customer Care, part of the Council Partnership Community and reporting to the Chief Experience Officer (CXO), drives movement wide sustainable growth and health through implementation of strategic priorities in an aligned network. The team builds strong relationships and creates empowering ways of work between and among GSUSA and councils to ensure movement wide collaboration, trust and success. The team ensures GSUSA is offering excellent communications and customer service to councils, members and other customers.

The Analyst, CS Experience is a core member of the customer care team. 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 and / or social media monitoring platforms, 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, troubleshooting problems, and maintaining workstation performance. The Analyst works with cross-functional teams to ensure timely, accurate, consistent response to customer inquiries, as well as leading special projects as assigned. The position is expected to be highly communicative and a team player. This position will work collaboratively to improve support escalation, effective communications and provide other customer-related services, as needed. The position reports to the Manager, CS Experience, who manages a team of customer care subject experts.

Essential responsibilities include :

• Thorough and prompt responses to social media, phone calls, live chat, e-mail inquiries and assistance requests based on a working knowledge of GSUSA policies and positions, sensitive issues messaging, content of Knowledge, Salesforce Chatter communities, communications alerts, FAQs, official documents, webinar content, and other materials.
• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. Creates and monitors cases in Salesforce Service Cloud case management system. Provides Level 1 technical support. 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 own tickets, problem-solves individual customer needs, and responds within the service level agreement for the department and customer type. Supports and / or leads special projects as assigned based on subject matter expertise. Analyses and reports trends and ticket volume for potential performance improvements.
• Provides answers to customers by identifying and investigating problems, researching answers, and guiding customers through corrective steps, while maintaining a knowledgeable, professional approach to customer care. Ensures that a cooperative and supportive relationship is maintained with direct team, volunteers, Girl Scout councils, GSUSA staff members, and the public.
• Escalate tickets to councils and to internal GSUSA staff, when necessary. Shifts management and / or toggles tickets between council and other GSUSA queues, such as Digital Cookie, Technical, Information and Referral, and Merchandise.

Other duties include :

Required technical skills include :

Required education and experience include :

Salary range : $65,000 - $80,000

What we offer :

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 :

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 with weekend and holiday shift. Days and hours of work are Thursday through Monday with a 35 hour per week schedule. Evening work required as job duties demand.

AAP / EEO Statement :

GSUSA is an equal employment opportunity employer.