Note: The job is a remote job and is open to candidates in USA. Girl Scouts of Western Washington is committed to providing safe spaces for all girls to belong. The IT Systems Specialist manages membership and event registrations, coordinates with internal departments, and provides high-quality customer support while maintaining accurate data in the CRM and payment systems.
Responsibilities
- Manages registrations for Girl Scout memberships and Council-sponsored activities, including processing changes, cancellations, waitlists, and refunds accurately and within established timeframes
- Coordinates with partnering departments to build and review GSWW member events in the CRM within established timelines and standards; includes complex event features such as sessions, merchandise, and promo codes
- Documents and records online member registrations, paper registrations, and council transfers in CRM and payment systems
- Processes payments for memberships and events; processes and applies financial assistance payments; investigates and corrects inaccurate payments
- Intakes financial assistance eligibility forms, verifying accuracy and membership, and completes system processes to approve or deny requests and manage grant decisions
- Assists customers with registration and financial assistance questions by email and phone; provides prompt, accurate answers to customer queries utilizing CRM while meeting customer care response time and quality goals
- Specializes in assigned software systems, which may include administrative rights; triages and escalates issues to vendors as needed
- Acts as an internal escalation point for system issues experienced by staff; logs escalated issues using internal ticketing system
- Stays up to date with process and technology changes; writes and maintains business processes for GSWW’s Standard Operating Procedures Manual (SOPM) and for team documentation
- Writes and maintains knowledge articles to support the Customer Care team in answering common questions at Tier 1
- Creates and run reports to support membership, financial assistance, and events
- Maintains data integrity within assigned systems
- Participates in cross-collaborative committees and training
Skills
- One year of experience or more in customer service, office support, or financial/payment processing
- Experience with registration, admissions, or payment processing systems
- Experience working with CRM software; OR Equivalent combination of experience and education
- Knowledge of and commitment to fostering a work environment that prioritizes diversity, equity, inclusion, racial justice, and belonging
- Strong alignment with Girl Scouts of Western Washington's mission and vision
- Ability to maintain confidentiality and handle sensitive information with discretion
- Excellent verbal, written, and interpersonal communications skills, with the ability to effectively engage individuals from diverse backgrounds and varying skill levels
- Proficient in entering data accurately and efficiently into various systems, with the ability to create and run reports and dashboards
- Basic understanding of financial concepts and payment processing (cash, check, credit card and/or financial assistance)
- Skilled in the use of Microsoft 365 tools in a business setting including Outlook, Word, Excel, Teams, and SharePoint
- Demonstrated multitasking and organizational skills with high attention to detail
- Strong problem solving and investigative research skills
- Ability to work independently and take initiative
- Ability to be flexible, adapt to new processes, procedures and computer systems
- Ability to compose original correspondence and create written procedures
- Must reside within Washington State, with preference for residence within our Council region of Western Washington
- Valid Washington State driver's license, access to a reliable vehicle, proof of insurance and the ability to fulfill travel requirements across widespread regional geography as necessary
- Satisfactory results from criminal background search
- Willingness to maintain Girl Scout membership
- Must be willing and able to come into a Girl Scouts of Western Washington office or alternative worksite as needed or when requested
- Experience with Salesforce preferred
- Experience with Girl Scouts is helpful but not required
Benefits
- Employer-paid options for medical, dental, life/AD&D for employees
- Access is available for our 403(b) retirement plan
- Voluntary benefits that include vision insurance and flexible spending accounts
- Three weeks of vacation to start
- Sick leave
- Paid holidays
- Paid time off for personal development and volunteerism
- Nearly two weeks of paid leave for our winter break
Company Overview
At Girl Scouts of Western Washington, we know that given the opportunity, every girl and gender expansive youth can become a leader with the courage to act on their values, develop the ability to make clear decisions, and acquire the self-confidence to make a difference in the world around them. It was founded in undefined, and is headquartered in Seattle, WA, US, with a workforce of 51-200 employees. Its website is http://www.GirlScoutsWW.org.