Member Service Specialist

Are you looking for an opportunity to do meaningful work, support an important mission, and get hands-on experience working with an iconic brand? Girl Scouts of Eastern Pennsylvania (GSEP), a top ten Girl Scout Council, is looking for an Operations Specialist to join the Strategy & Operations.

At GSEP, staff members are committed to building girls of courage, confidence, and character, who make the world a better place. Girl Scouts is the preeminent leadership development organization for girls. And with programs from coast to coast and across the globe, Girl Scouts offers every girl a chance to do something amazing.

Here’s How You Can Help

The Member Services Specialist is part of GSEP's Member Services team, which reports to the Chief of Staff and serves as the council's front door for members, families, and volunteers. The Specialist assists members by phone and email, resolves cases in Salesforce, and completes member-related transactions and administrative processes.

The team resolves most member inquiries at first contact and manages cases in Salesforce. Specialists provide the highest level of customer service, demonstrating and promoting a climate of courtesy, respect, and professionalism. Specialists are council experts on every subject area, able to provide information to members, route cases to the appropriate team or staff member when needed, problem solve to resolve cases, and be generally helpful to all members of the GSEP community.

Key Responsibilities

Member Services works closely with New Member Specialists, who are accountable for recruitment, lead conversion, and troop placement. Specialists answer questions from prospective members and route leads and placement requests to the appropriate New Member Specialist.

The team also supports member transactions such as, but not limited to, processing registrations and financial aid, membership and program/event registration needs, including processing Program Credits, transfers, cancellations, and refunds. Member Services also provides backup coverage for the Operations team, and Specialists are cross-trained on selected Operations processes.

This is a highly cross-functional role that relies on strong communication skills, technological savvy, and a willingness to use data to drive work. By answering questions, providing solutions, and supporting the council's administrative needs, the Specialist helps make the Girl Scout experience smooth and seamless for our members, so that they can focus on the fun.

Qualifications, Knowledge, Skills & Experience

• Minimum of two years of customer service experience, preferably in a contact center, nonprofit, or youth-serving organization.
• Bachelor's degree preferred; an equivalent combination of education and related experience will be considered.
• Experience with Salesforce or a similar customer relationship management system, and with Microsoft Office applications, including Outlook, Word, and Excel.
• Able to learn, understand, and apply the case management system in Salesforce.
• Comfortable with multiple phone lines and ability to use Microsoft Teams effectively.
• Strong attention to detail with the ability to anticipate next steps and identify potential issues.
• Excellent organization, time management, follow-through, and problem-solving skills.
• Adept at conflict resolution and problem solving; takes initiative in solving problems.
• Strong written and verbal communication skills, including active listening.
• Ability to remain calm, professional, and empathetic when managing stressful or challenging customer interactions.
• Ability to understand, communicate, and consistently enforce organizational policies and procedures.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Ability to work independently, exercise sound judgment, and take initiative.
• Ability to collaborate effectively across departments and with staff, members, volunteers, vendors, and community partners.
• Strong interpersonal and customer service skills.
• Demonstrated cultural sensitivity and commitment to fostering an inclusive environment.
• Passion for the Girl Scout mission and ability to serve as an ambassador for GSEP.
• Valid driver's license, reliable personal transportation, and current automobile insurance.
• Ability to maintain registered Girl Scout membership.

This is the perfect opportunity for a self-motivated, fast working and data driven individual who wants to work in a unique environment, finds inspiration in working with the Girl Scouts’ brand, and is motivated by our mission to build girls of courage, confidence, and character, who make the world a better place.