Customer Care Coordinator

Are you passionate about helping others and delivering exceptional customer service? Join our team as a Customer Care Coordinator and be the friendly, knowledgeable voice that connects parents, volunteers, and stakeholders to the resources and support they need. This dynamic role combines customer interaction with essential administrative tasks, ensuring smooth operations and a positive experience for everyone involved.

About the Role

As a Customer Care Coordinator, you will be the frontline support for our organization. You will handle inquiries through phone and email, assist with reservations and registrations, and maintain critical data and reports. Your contributions will directly impact our community, fostering positive relationships and supporting our mission.

What You’ll Do

• Serve as the primary operator for the organization’s main office phone line, assisting all callers.
• Maintain and update the Operator Manual and onboard new operators.
• Manage incoming inquiries using Salesforce, maintaining the Customer Care case queue and resolving cases promptly.
• Assist members and staff with campsite reservations through Doubleknot software and provide regular reports to the Property and Camping teams.
• Support event registration processes, maintaining listings in gsEvents and Doubleknot and assisting with member inquiries.
• Perform administrative tasks, including processing daily mail in office mailroom, coordinating requests for Certificates of Insurance and inclusive accommodations, and maintaining event calendars.
• Exemplify exceptional customer service in every interaction, building trust and satisfaction among all stakeholders.

Is this you?

Available to work a Monday-Friday, 9:00 am to 5:00 pm schedule to ensure the organization’s main phone line is covered during business hours.

Known for your dependability and commitment to high-quality work.

Exceptional communicator with excellent verbal and writing skills, delivering outstanding customer service by phone and email.

Strong customer service skills and a positive attitude when working with volunteers, parents, and staff.

Tech-savvy with outstanding computer aptitude, including proficiency in Microsoft Office (Excel and Word), and the ability to learn new programs with ease.

Thrives in a fast-paced environment requiring significant customer support, maintaining composure and focus.

Adaptable and able to shift seamlessly between a variety of tasks, ensuring successful outcomes every time.

Detail-oriented and skilled at quickly and accurately entering data into various computer systems.

Efficient in performing repetitive tasks with a high degree of accuracy.

Experienced with customer relationship management (CRM) and/or reservation systems (a big plus!).

Why Join Us?

By becoming a Customer Care Coordinator, you will play a vital role in creating meaningful experiences for our community. Your dedication and expertise will help us achieve our mission, all while being part of a supportive and collaborative team.

Some of Our Benefits

• 100% employer-paid HMO health insurance for employees (dependent coverage, POS, dental/vision available).
• 3% employer contribution to 403(b), plus additional 2% match.
• Generous paid leave benefits.
• Paid holidays/office closures include: New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, day after Thanksgiving, Christmas Day, and December 26-31. The Presidential Inauguration Day is also an observed holiday on January 20th every four years. One floating holiday, annually.
• A vibrant workplace with a diverse staff who are dedicated to a common mission to make a difference in our community through Girl Scouting. Click here to read our bi-monthly staff newsletter to take a closer look.

Find out more about our commitment to Diversity, Equity, Inclusion, and Accessibility at this link.

The starting salary for this position is $44,000.

About Us

At Girl Scouts Nation’s Capital, we believe in the power of youth leadership. Our mission is to build Girl Scouts of courage, confidence, and character who make the world a better place. We serve over 45,000 youth and 31,000 adult members across the District of Columbia and 25 counties in Maryland, Virginia, and West Virginia. We are dedicated to creating a vibrant and inclusive community where youth can thrive, learn new skills, and discover their leadership potential.

When joining Girl Scouts Nation’s Capital in a benefit-eligible position, you will enjoy the following generous package:

• 3 health insurance options (The Council pays the full monthly premium for individual coverage in the HMO or HMO/HSA and contributes $73.89 per pay period to the HSA for employees on that plan.)
• Dental and vision plan
• 100% employer-paid life and AD&D insurance
• 100% employer-paid long-term disability insurance
• Voluntary employee-paid short-term disability insurance
• Immediate, 100% vested, employer contribution of 3% to 403(b) plan
• 403(b) match of 2% available after 12 months of employment (3 year vesting)
• A generous paid vacation policy (0-1 year = 15 days; 1-3 years = 18 days; >3 years = 24 days)
• 11 paid holidays, annually – PLUS office closure December 26-31
• 12 paid sick days, annually
• 10 paid New Child Leave days for qualifying staff
• Flexible spending plans for certain medical and dependent care expenses
• Employee assistance program
• Metro SmartBenefits® (pretax transportation program)
• Garage parking at our main office, conveniently paid through pretax payroll deduction