Member Support Specialist

By September 21, 2018 No Comments

Website Girl Scouts Heart of Central California

Description, Compensation and Benefits:

The Member Support Specialist (MSS) is part of a larger cross functional team providing customer care and support to established membership.  The MSS is responsible for retaining, through excellent customer service, the girl and adult membership in assigned, established geographic areas. She is responsible for utilizing girl and adult volunteer participation in implementing Girl Scouting in the assigned area. The MSS works collaboratively with all departments to ensure achievement of the goals of Girl Scouts Heart of Central California in our Modesto office.

Qualifications and Job Requirements:

MSS Responsibilities and Expectations:
  • Is accountable for meeting or exceeding an annual membership retention goal for girl and adult members.
  • Establishes the appropriate volunteer support team to meet goals by recruiting, selecting, appointing, and supervising service unit volunteers in assigned geographic areas and establishing new service units in communities as directed.
  • Serves as the main point of contact for service unit and troop volunteers and acts as a broker to distribute information to council staff and to guide volunteers to additional support services and resources as directed by management.
  • Provides ongoing support, supervision, and direction to service unit volunteers in assigned geographic areas by interpreting Girl Scouts of the USA and council policies, standards, and procedures and by directing volunteers to additional support services.
  • Interprets the Girl Scout Leadership Experience philosophy and the council’s policies, procedures and standards.
  • Mentors adult volunteers to work with girls in assigned program-grade level area to ensure delivery of programs and services to girls.
  • Responsible for execution of GSHCC’s Stewardship plan.
  • Implements GSUSA’s Monthly Membership and Support Actions.
  • Supports the council’s CRM system by being knowledgeable with the VTK, case management, and Chatter.
  • Attends learning webinars weekly to support growth and understanding of Volunteer Systems and best practices across the movement.
  • Provides assistance to volunteers when conflicts arise. Identifies the need for and provides problem solving and conflict resolution when appropriate and in a timely manner.
  • Ensures Girl Scouting is open to all girls and adults by delivering the Girl Scouts message of Diversity and Inclusion to members of the council.
  • Prepares a variety of reports to assist the service unit team in meeting their goals and objectives. (growth, retention, higher awards, banking, activities)
  • Works interdepartmentally to ensure Council goals are met.
  • Works with cross-functional team to determine or develop innovative strategies to ensure the effective delivery of customer service to the members.
  • Promotes and assists with Council programs, activities, public relations and fund development endeavors with special attention to the Girls Helping Girls/Families Helping Families campaign.
  • Coordinates the availability of support services to enable volunteers to carry out the responsibilities of their positions effectively.
  • Communicates with and supports service unit recruitment through the work of volunteers and council recruitment team. Implements recruitment efforts planned in partnership with recruitment team.
  • Keeps current on product program information and supports training and messaging that is offered to service unit volunteers. Provides product program team with essential service unit information to support product sales program. Understanding and articulate cookie program policies and procedures and positively promoting to the cookie program and its policies internal and external constituencies.
  • Hosts webinars for monthly mentor chats with service unit volunteers and troop leaders
  • Bachelor’s Degree in a related field preferred
  • At least 5+ years of experience in a related field
  • Demonstrated knowledge of basic principles of customer service such as case management, acceptable response times and consistent application of policies.
  • Knowledge of how to support and empower volunteers to lead traditional troops.
  • Comprehensive knowledge of training needs for Traditional Troop volunteers.
  • Demonstrated ability to manage short and long-term projects such as volunteer retention promotions.
  • Knowledge of and experience with team-building techniques and processes.
  • Understand financial and budgeting principles as related to operational budgets.
  • Proficiency with Microsoft Office, Microsoft Windows, customer relationship management systems, and social networking technology.
  • Excellent oral and written communication skills. Demonstrate strong interpersonal skills, including ability to resolve conflict and maturity of judgment, including demonstrated sensitivity to working with persons of various racial ethnic and economic backgrounds.
  • Leadership experience modeling high level of motivation, performance, dedication and commitment that engages and inspires others toward accomplishing individual, team, council and GSUSA goals.
  • Delegate responsibilities to others to develop their capabilities and accomplish the department goals.
  • Demonstrate a commitment to the mission of the Girl Scout movement and ability to communicate the mission to others.
  • Strong computer skills in Microsoft Office, Outlook, and a customer relationship management system such as Salesforce. Willingness to learn and use our Girl Scouts volunteer system
  • Bilingual (English/Spanish) skills preferred
  • Must have a high level of interpersonal and customer service skills
  • Strong verbal and written communication skills
  • Demonstrate a commitment to recognize and respect the many forms of diversity
  • Demonstrate a willingness to embrace the Girl Scouts mission, goals, values and council-driven programs
  • Valid California driver’s license, a clean driving record, and proof of insurance
  • Available for council-required events (Annual Meeting, Girls Inspire, and more)
  • Experience building and working with teams
  • Demonstrate leadership qualities and act as a role model to volunteers and troop leaders
  • Understanding of volunteer functions and ability to manage volunteer relationships
  • Ability to actively listen and problem solve
  • Strong conflict management skills including ability to anticipate, prevent, and resolve conflicts while maintaining productive working relationships
  • Experience leading training, meetings, and interactive activities with large and small groups

Application Instructions:

To learn more about our council and office in Modesto please visit our website. To formally apply for this position go to our career center at

About the Organization:

We're 2.6 million strong—1.8 million girls and 800,000 adults who believe in the power of every G.I.R.L. (Go-getter, Innovator, Risk-taker, Leader)™ to change the world. Our extraordinary journey began more than 100 years ago with the original G.I.R.L., Juliette Gordon “Daisy” Low. On March 12, 1912, in Savannah, Georgia, she organized the very first Girl Scout troop, and every year since, we’ve honored her vision and legacy, building girls of courage, confidence, and character who make the world a better place. We’re 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 practice a lifetime of leadership, adventure, and success.