MEMBER SUPPORT SPECIALIST

    • Job Tracking ID: 512785-585027
    • Job Location: Appleton, WI
    • Job Level: Mid Career (2+ years)
    • Job Type: Full-Time/Regular
    • Date Updated: July 28, 2017
    • Years of Experience: Up to 2 Years
    • Starting Date: August 7, 2017
Invite a friend
facebook LinkedIn Twitter Email


Job Description:

Job Title: Member Support Specialist

Reports to: Member Support Manager

Classification: Full-time, Exempt

Pay Grade: H4 ($28,400 - $35,000)

Job Summary:

In partnership with the Member Support Manager and Coordinator, the Member Support Specialist is responsible for supporting and retaining adult volunteers and girl members by providing mentoring, developing, and delivering resources, and developing and maintaining partnerships to assist volunteers in their work with girls. She/he works collaboratively with members of the Member Support team, including the Product Program team, as well as cross-functionally with other departments to ensure achievement of the goals of the Girl Scouts of the Northwestern Great Lakes.

Essential Duties and Responsibilities:

  1. Provides administrative support and coordination of department initiatives.
  2. Understands the volunteer toolkit to ensure support to volunteers and staff.
  3. Follow up on leads from customer care, weekly waitlist, and Member Engagement.
  4. Converts girls and adult prospects into members.
  5. Reconcile cookie and camp participants to ensure membership status.
  6. Completes volunteer screening, interviewing, and background checks.
  7. Follow up with new volunteer members to ensure completion of required training modules.
  8. Recruit, train, and support volunteer facilitators and their courses in assigned region.
  9. Assist with the coordination of annual training schedules in each region.
  10. Analyze feedback and volunteer insights to implement effective adult retention strategies.
  11. Track volunteer retention and recommend strategies to improve progress toward overall goals.
  12. Support product program operations, problem-solve, and provide outstanding communication.
  13. Ensures Girl Scouting is open to all girls and adults by delivering the Girl Scouts message of pluralism and diversity to members of the council.
  14. Answers, problem-solves, manages and responds appropriately to all inquiries including but not limited to email, phone and walk-in customers.

Competencies and areas of expertise may include:

  • Interpersonal Relations - establishes rapport with others at all organizational levels; respects others; considers and responds to the needs, feelings, and capabilities of others; establishes and maintains an open dialogue with others; has demonstrated ability to market the Girl Scout value proposition through a variety of communication venues including in person, phone, and online.
  • Self-management and self-assurance - assesses own skills and abilities and identifies areas for improvement; willingly accepts constructive feedback; a self-starter who seeks developmental opportunities; sets and achieves goals; works independently. Has confidence to prepare for conversations and visits with potential members/customers by gathering key information and setting strong objectives to achieve successful outcomes.
  • Customer Responsiveness - seeks and acknowledges the views and ideas from customers (for example, internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement. Demonstrates comfort in presenting the value behind solutions in a way that resonates with what is most important to the members/customers of the organization.
  • Active Listening - ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs.
  • Conflict Management - ability to anticipate, prevent, and resolve conflicts while maintaining productive working relationships (for example, with customers, vendors, or coworkers); distinguishes between disruptive conflict and constructive differences; identifies common interests to resolve differences.
  • Oral and Written Communication abilities (i.e. In person, verbal, written, and/or phone); expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff.
  • Technical computer skills in Microsoft Office including Word, Excel, and Outlook, customer relationship management systems, and social networking.
  • Volunteer Relations - understands the functions of volunteers; demonstrates flexibility to meet with volunteers; effectively delegates responsibility; monitors use of volunteers within existing constraints and guidelines; recognizes volunteer accomplishments; works effectively with volunteers.
  • Judgment and Decision-Making - recognizes when immediate action is required and when sufficient information has been obtained to make a decision; supports decisions or recommendations with data and/or reasoning; defines and implements solutions to problems.

Experience and Skills:

  • High school diploma required. 1-2 years’ experience in customer service or volunteer relations preferred.
  • Ability to take initiative, to organize and implement a multi-faceted work load with minimum supervision and function well as a member of a team.
  • Computer literate with familiarity with word processing, spreadsheets and database management preferred.
  • Ability to prioritize work, train and delegate to others.
  • Valid driver’s license, good driving record and reliable transportation. Occasional travel is required.
  • The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit and/or stand for long periods, and operate office equipment manually. The employee must be able to occasionally lift and/or move up to 25 pounds.

* Girl Scouts of the Northwestern Great Lakes, Inc. requires membership in the Girl Scouts.

Benefits

When you work for Girl Scouts of the Northwestern Great Lakes, you are given a unique opportunity to use your professional skills toward a worthwhile mission. The satisfaction of knowing that your contributions make a real difference in the lives of girls and their families in your own community brings true workplace enjoyment.

Benefits

GSNWGL offers a generous benefit program. As a human service organization we recognize that our staff benefit from flexibility, generous paid time off, and the ability to occasionally work from home.

GSNWGL’s basic benefits for full-time staff include:

  • Medical, dental, and vision plans
  • Short-term disability
  • Life insurance
  • Employee assistance program
  • 403(b) plan with matching dollars for employees who work for GSNWGL for over a year

Paid time off is also available for all GSNWGL staff working more than 20 hours per week, and our offices are closed on major holidays. Each summer we amend our hours to have half-day Fridays and we close our offices between Christmas Eve and New Year’s Day to allow staff to spend time with their families.

Organizational Culture

Girl Scouts is an organization with a solid history and a growing future. To work with GSNWGL means reaching your full potential in a dynamic and diverse environment. We value flexibility, teamwork, and a strong work ethic. With our large geography, we communicate in person and through phone, computer, and video conference technology.

Diversity & Inclusion

GSNWGL and GSUSA have a policy of inclusion and acceptance, which promotes diversity in all its categories. Diversity has been a core value of the organization since its founding in 1912. Girl Scouts of the USA and GSNWGL value diversity and inclusiveness and do not discriminate or recruit on the basis of race, religion, ethnicity, sexual orientation, socioeconomic status, national origin, or physical, social, emotional, or developmental disability. Girl Scouts provides settings that enable us to serve girls in an emotionally and physically safe environment, allowing them to learn leadership skills and develop the confidence and character to serve as examples to their community.