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Nonprofit Job in Waltham Massachusetts


  Customer Support Specialist Job viewed 166 times.
  Job Description

Girl Scouts of Eastern Massachusetts (GSEMA) serves thousands of girls in grades K-12 and works in partnership with thousands of adult volunteers. It is also a great place to work!  Join our team of dedicated professionals and make a difference in girls' lives! 

We have a new and exciting full-time position for: Customer Support Specialist. This position will be located in GSEMA’s Waltham office and will report to the Director of Conversion and Customer Support.

The Customer Support Specialist is part of a high performing, mission-driven team that delivers exceptional customer service to our valued adult members (volunteers and family and friends network). The Customer Support Specialist demonstrates a high level of emotional intelligence and serves as the first responder to members’ inquiries, concerns, or issues. She/he operates in a volunteer-centric manner and by doing so builds good will for GSEMA and promotes the Girl Scout experience. She/he is solutions oriented, pro-active and enjoys communicating with our members through a variety of channels. The needs of our members vary greatly and as an organization, we are committed to continuous improvement. As such, this is an ideal role for someone who is flexible and adaptable

Key Responsibilities:

  • Delivers exceptional customer support by answering questions and responding to requests for information from our members/customers by phone, email, walk-in, web, or social media in a timely manner.
  • Ensures customer questions are answered in a timely manner or referred to the proper department for response.
  • Becomes and stays proficient in GSEMA customer-facing databases in order to help members with all facets of the Girl Scout experience:  troops, camp, program, and product program.
  • Completes special projects as needed in collaboration with other departments from across the organization.
  • Becomes and stays knowledgeable of GSEMA activities and procedures, engages in regular communication with other departments to provide solutions for members, and provides internal feedback from customers to colleagues/teams to improve the customer experience.
  • Documents all customer interactions in CEI (Salesforce) database.
  • Proactively markets Girl Scouting opportunities to our members including troop, program, camp, activities, and training.
  • Ensures Girl Scouting is open to all girls and adults by delivering the Girl Scout message of pluralism and diversity to members.
  • Maintains confidentiality on behalf of the Girl Scout organization and in accordance with the GSEMA Comprehensive Information Security Program. (CISP)
  • Performs other duties as assigned.


Skills and Qualifications:

  • Commitment to the mission of GSEMA.
  • Associate’s Degree or higher preferred or equivalent experience in a membership organization.
  • Minimum of two (2) years of work experience in related field with experience in customer service preferred.
  • Ability to solve practical problems and deal with a variety of variables and personalities.
  • Capacity to plan, organize and prioritize work, while working independently and as part of a team, and managing multiple deadlines in a fast-paced environment.
  • Exceptional customer service skills.
  • Flexible and able to adapt to change. Strong verbal and writing skills.
  • Must be able to work additional hours and/or flexible hours during peak times with reasonable notice.
  • Ability to work with individuals of diverse backgrounds and ages. 

To learn more about our employment opportunities, visit:

Girl Scouts of Eastern Massachusetts offers a competitive benefits package including generous paid time off, health and dental insurance, training opportunities, and much more.

Can’t wait to join our team? To apply, submit your resume and cover letter with salary expectations by visiting here:

Girl Scouts of Eastern Massachusetts is an Equal Opportunity Employer committed to diversity.



  Metro Area Boston MA
  Job Location City Waltham
  Job Location State Massachusetts
  Job Location Zip 02452
  Job Location Country United States
  Job Category Customer service
  Prefered Experience 2 year(s)
  Job Type Full time
  Language 1 English ( Speak Read Write )  
  Job Posting Date Jan. 3, 2018

Organization Details

  Organization Name Girl Scouts of Eastern Massachusetts
  Organizational Focus Youth Services
  Contact Person Jessica Miller
  Contact Phone none posted
  Contact Fax none posted
  Contact Email
  Web Address

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