Job Application - Girl Scouts Of NYPENN Pathways Inc

Job Posting OPEN

Customer Engagement Manager - Utica 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.

This position:

  • Supports our membership within assigned territory, including troops, service units and individual members, both girl and adult
  • Operates as the point of contact for assigned territory
  • Develops and maintains long-term relationships with territory
  • Makes sure members receive requested services and support in a timely fashion promoting a positive experience for all members
  • Communicates member needs and demands to leadership
  • Collaborates with Engagement Managers to reach prospective members and renew existing members
  • Manage projects, working to carry out member goals while meeting council goals
  • Identifies opportunities to exceed council goals
  • Coordinate with staff members to ensure consistent service
  • Collaborates with Engagement Team weekly
  • Service multiple service units concurrently, often meeting deadlines
  • Keep records of member communications
  • Other duties as assigned; specifically, to support other departments throughout the member year


 Required, 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. 

Equipment, Machines and Software Used:

  • Computer 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.  

Environmental Conditions:

  •  Average 10% day-time travel to meetings, cultivation opportunities, and activities.
  • 15% evening and weekend work conditions occur regularly throughout the membership year.