The Membership Support Assistant is part of a larger cross-functional team providing care and support to established membership. The Membership Support Assistant helps to achieve the Council’s overall membership and retention goals by providing customer service to adult volunteers in the subject areas of recruitment, training, and appreciation. Supports the work of the department through organizational and administrative tasks with a high level of integrity, strong organizational skills, and professionalism. The Membership Support Assistant is responsible for the accurate and timely completion of all assignments.
Essential Duties and Responsibilities:
- Assist with coordination and organization of department related special events.
- Assist in budget preparation and expense management activities.
- Assist Director in scheduling conference calls and making travel arrangements.
- Assist Director in preparing and maintaining meeting materials, business presentations, and other department files.
- Perform data collection, analysis and reporting to the Director for decision-making purposes.
- Prepares and distributes materials to support RSMs and VSMs
- Prepare meeting agenda, schedule department meetings and distribute minutes.
- Draft letters, correspondence, memos, charts, documents, tables, graphs, and plans as requested.
- Maintain all department information confidential and secure.
- Maintains accurate files for both staff and volunteer use. Respond to work requests from department staffs in a timely and accurate manner.
- Maintains the inventory of department equipment, supplies, and training course materials and places orders, receives orders and verifies charges.
- Maintain department calendar and ensure to meet deadlines.
- Receives telephone calls and emails and exercises strong customer service skills and professional judgment in responding to, or transferring, volunteer inquiries.
- Analyze and coordinate daily department activities to achieve established goals.
- Disseminate pertinent GSUSA and GSNYPENN information to the staff and volunteer teams
- Collaborates with VSMs to support volunteer recognition
- Coordinates the loan process for all department equipment such as easels, laptops and LCD projectors.
- Coordinates the Salesforce Marketing Cloud and Automation Studio communications with the Marketing/Communications and Membership Support Departments
- Coordinates the marketing of training opportunities, by communicating directly with volunteer trainers and Volunteer Services Managers
- Provide general administrative and clerical support
Works interdepartmentally to ensure Council goals are met.
- Work with cross-functional team to support the effective delivery of customer service to members.
- Provide support and staffing for Council-wide and regional events and programs as directed by the Director of Membership Support.
- Coordinate the availability of support services to enable volunteers to carry out the responsibilities of their positions effectively.
- Communicate with and support recruitment efforts
- Keep current on product program information.
- All other duties as assigned.
Competencies and Areas of Expertise:
The competencies listed below are core to the Girl Scout movement:
- Empathy, with colleagues and customers –a successful member of the Girl Scout team approaches other with a service mindset, offers humility and inspires trust, takes time with people and is a good listener, and overall offers respect and kindness to all.
- Possibility Thinking– staff members approach challenges with curiosity, shows enthusiasm, explores alternatives before acting, takes on challenging tasks and sees opportunity in ambiguity, change, and transition.
- Innovation– core to Girl Scouting staff must think in unique and independent ways, pursue standards of excellence, learn from risk-taking and failure, and embrace new ideas from everywhere and everyone.
- Courageous Leadership, of self and others – staff work for the good of the whole, work collaboratively at all times, model assertive behaviors: bold, confident, respectful, empower others and distributes decision making, promotes honest communication and passionate debate, and maintains personal integrity.
- High school diploma required or GED plus two years of administrative experience or successful completion of business administration program and one year experience
Required, Specialized, or Technical Knowledge:
- Interest in volunteer management and customer service, with a willingness to continuously develop these skills
- Ability and willingness to model GSLE principles
- 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
- Easy technology adopter, quick to learn new software and eager to embrace new applications such as Volunteer Systems/Salesforce; proficient in Microsoft Office
- Self-starter who can work independently and takes initiative; is flexible, adaptable, organized and has a strong attention to detail
- Occasional work-day and evening/weekend travel are required. Must have the ability to work a flexible schedule, including evenings and weekends
- Must have access to personal transportation for business travel and have a valid driver’s license and proof of insurance