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Customer Engagement Manager - Horseheads, NY
The Customer Engagement Manager is responsible for successfully culminating recruitment efforts by initiating and pursuing communications strategies and protocols needed to convert prospective members (leads) to registered members and supporting members with the renewal process. In addition, the Customer Engagement Manager provides professional, superior customer service to all internal and external customers, members, volunteers, staff and other community contacts in person, electronically and by phone.
our membership within assigned territory, including troops, service units and
individual members, both girl and adult
as the point of contact for assigned territory
and maintains long-term relationships with territory
sure members receive requested services and support in a timely fashion promoting
a positive experience for all members
member needs and demands to leadership
with Engagement Managers to reach prospective members and renew existing
projects, working to carry out member goals while meeting council goals
opportunities to exceed council goals
with staff members to ensure consistent service
with Engagement Team weekly
multiple service units concurrently, often meeting deadlines
records of member communications
duties as assigned; specifically, to support other departments throughout
the member year
Specialized, or Technical Knowledge:
- Advanced customer service skills, even
in the most difficult situations. Commits to satisfying internal and external
customers and takes responsibility to resolve customer complaints; responds
to customer requests in a timely manner; elicits
feedback from customers; creates strategies to help the organization serve
customers more effectively; considers both short and long-term interests of the
customer in making service decisions.
- Proven oral and written communication abilities with an emphasis on
active listening and customer service skills; able to communicate effectively
with a diverse group of customers, volunteers and staff.
- Self-starter who can work independently and takes initiative; is
flexible, adaptable, organized and has a strong attention to detail.
- Must subscribe to the principles of the Girl Scout Movement and
become a registered member of GSUSA.
Machines and Software Used:
Software: Microsoft Office to include Word, Outlook, Excel,
PowerPoint, Salesforce, Vendor-specific software, bulk email software,
inventory and retail software, voice mail, copier.
Physical and Mental Requirements:
- Ability to sit, stand, walk, talk,
hear, use hands to finger, grasp, handle or feel, push, pull, reach, climb,
balance, stoop, crouch, bend, or kneel, drive and perform repetitive motions of
the hands and/or wrists.
- Close mental and heavy visual
attention required to perform work dealing primarily with preparing and
analyzing data and figures, using a computer terminal, and reading.
- Exerts up to 25 pounds
of force occasionally, and/or a negligible amount of force constantly to lift,
carry, push, pull, or otherwise move objects.
- Average 10% day-time
travel to meetings, cultivation opportunities, and activities.
- 15% evening and
weekend work conditions occur regularly throughout the membership year.