Membership Specialist

POSITION TITLE: Bilingual Membership Specialist CLASSIFICATION: Full-Time, Non-Exempt SALARY RANGE: $45,000 POSITION SUMMARY: Under the direction of the Director of Mission Delivery, the Membership Specialist is responsible for converting and retaining membership within an assigned community/service unit (geographic area). This position will serve as the primary point of contact for the Service Unit team, creating positive relationships with volunteers and leading to the success of the Girl Scout experience within their assigned areas. The Membership Specialist serves as the expert within their geographical location and will network on behalf of Girl Scouts of Suffolk County, increasing awareness, enhancing the brand, and increasing participation and support of Girl Scouts. The Membership Specialist works collaboratively with other council staff members to achieve the Council's goals and strategic plan. ACCOUNTABILITIES Guide potential girl and adult members in the Salesforce pipeline through conversion by phone calls, emails, virtual meetings, in person meetings, and by following the GSSC contact strategy. Coordinates the placement of registered girls and adults into appropriate troop and volunteer roles. Ensures smooth workflow in coordinating and placing registered girls into appropriate troops, coordinates the assignment of troop numbers, and manages troop transfers when applicable. Continually monitors the progress of prospective members in the intake pipeline from a follow-up to resolution within the targeted timeframe. Utilizes the Volunteer Systems database to track and follow through with leads to achieve the desired conversion rate and meet the assigned girl and adult membership goals. Responds appropriately to staff, members, and prospect inquiries via email, phone, and in-person. Responds to and nurtures prospects to the point of conversion. Nurtures relationships with service unit volunteers to facilitate placement of new volunteers and appropriate youth members throughout GSSC service areas. Contributes to and leverages internal processes to catalog customer transactions and achieve high customer support and responsiveness levels. Works closely with Marketing & Communications team to leverage the Council's mass communication systems, including, but not limited to, social media, website, and Sales Force Marketing Cloud. Works closely with volunteers to ensure two-way communication with service unit teams that promotes their creation, functioning, and collaboration in achieving council goals. To maintain a customer-centric environment, engage in troubleshooting, problem-solving, service recovery, and conflict resolution. Ensures Girl Scouting is open to all appropriate youth and adults by actively developing environments that foster diversity, equity, inclusion, and access through words, actions, and attitude. Complies with GSSC's Personal Policies Handbook and uses it as the basis for personal conduct, conflict resolution, and correspondence with customers and coworkers. Remains current on GSUSA's and GSSC's initiatives and national and local trends affecting our membership demographic and can correspond with team members and customers accordingly. Translates Girl Scout materials into Spanish as needed. These can be printed materials or digital resources. Performs other duties as necessary or assigned. QUALIFICATIONS Fluency in spoken and written Spanish required Minimum of 2 years of experience in customer service Minimum of 1 year of experience with Salesforce preferred Strong computer skills; proficient in Office 365, One Drive, Microsoft, Excel, etc. Able to work a flexible schedule, such as some evenings, weekends Capable of handling sensitive information confidentially Strong conflict resolution skills Excellent organization/multitasking skills; manage deadlines Ability to lift 50 pounds Valid driver's license and own transportation; ability to travel within Suffolk County Core Responsibilities Adheres to Council policies and procedures Acts as a role model within/outside Council Vital planning and organizational skills Goal-oriented; meets department/council goals Capable of productively working independently and as a member of a team Strong computer skills; able to learn and adapt quickly to new software Produces and maintains accurate records Excellent writing and communication skills Able to work a flexible schedule; evenings/weekends Demonstrates commitment to the mission of the Girl Scout movement and the ability to inform the mission strongly and enthusiastically to community members/organizations Ability to meet department deadlines; in a timely and accurately Support other departments as needed All other duties as assigned