Pay Rate: $20.40/hour Member Support + Retail Associate – (PT) Department: Member Support | Classification: Non-Exempt | Reports to: Director of Member Support | |
Mission: Girl Scouting builds girls of courage, confidence, and character who make the world a better place. Purpose: The Member Support + Retail Associate will showcase a daily priority on servant leadership and diversity, equity, and inclusion. This role serves as a first point of contact for members, volunteers, families, and customers, providing responsive support through phone, email, and in-person interactions. This role delivers Tier 1 member support, assists with daily retail operations, and helps connect individuals with the resources, programs, and services they need. Through exceptional customer service, effective problem resolution, and operational support, this position helps create a consistent and welcoming experience for members and customers while advancing the Girl Scout mission. This position directly supports the Girl Scout mission by providing responsive member support, effective problem resolution, and efficient retail operations to foster engaging experiences for members, volunteers, families, and customers. A day in the life… (Essential functions) Member Support & Customer Service - Serve as a first point of contact for members, volunteers, families, and customers, providing Tier 1 support through phone, email, CRM cases, and in-person interactions while participating in council call and case queues.
- Create, document, and resolve member and customer cases within the CRM system while utilizing knowledge articles, standard operating procedures, and council resources to provide consistent and accurate information.
- Escalate complex member, volunteer, account, or system-related issues to appropriate staff.
- Promote council programs, events, product programs, retail offerings, and membership opportunities during member interactions.
- Identify recurring questions, service trends, and process improvement opportunities and communicate observations to leadership.
- Foster a welcoming, inclusive, and member-focused environment that supports a consistent experience aligned with council values.
Retail Operations - Support the daily operations of the Des Moines retail location in partnership with the Member Support Manager, following established procedures and retail best practices.
- Create and maintain a welcoming, organized, and member-focused retail environment.
- Provide customer service by assisting shoppers, responding to inquiries, and supporting retail sales through in-person, phone, email, and online interactions.
- Process retail transactions, cash handling activities, and other sales-related administrative functions.
- Support inventory management and merchandising activities, including stocking, inventory counts, product displays, and maintaining overall shop appearance.
- Fulfill retail orders and assist with shipping, equipment checkout, and other operational support functions.
- Support retail promotions, specialty events, and member engagement activities.
- Follow retail shop schedule and ensure coverage as needed with a part-time schedule of 20 hours per week.
- Monday, Tuesday, Wednesday, Thursday: 12 p.m. to 5 p.m.
- Additional hours, as needed, during peak season events and Saturday shop hours. GSGI typically hosts five Saturday shopping opportunities that are 9 a.m. to 1 p.m. (subject to change).
Organizational Support - Support council-wide initiatives, events, and special projects as assigned.
- Assist with member engagement activities and volunteer support efforts as needed.
- Participate in team meetings, training, and professional development opportunities.
- Collaborate with cross-functional teams to deliver a positive member experience.
- Support council goals in membership and customer support as well as supporting overall council strategies, initiatives, and events.
- Perform other duties as assigned.
The Fine Print (Qualifications) - High school diploma or GED with a minimum of three years of customer service experience; associate degree with one year of experience; or an equivalent combination of education and experience.
- Strong customer service orientation with excellent written, verbal, and interpersonal communication skills, as well as strong organizational, time management, and attention-to-detail.
- Proficiency with technology, including CRM systems, point-of-sale systems, Microsoft Office products, and inventory management tools, with the ability to quickly learn and utilize new systems and technologies.
- Ability to communicate clearly and professionally while managing phone, case queue, and customer support responsibilities; phone support may account for up to 25% of work time depending on the season.
- Business and retail hours vary seasonally and may include occasional extended weekday hours, weekend hours, and select Saturday (typically 9 a.m. to 1 p.m.) openings. Individual schedules are determined by business needs and are subject to change.
- Adaptable to changing priorities, direction, and business needs.
- Strong supporter of Girl Scouts of Greater Iowa's desired culture and mission.
- Must uphold and support Girl Scouts of Greater Iowa’s commitment to diversity, equity, and inclusion as outlined in our Employee Handbook.
- Must maintain annual or lifetime membership in Girl Scouts at all times.
- Must possess a valid driver’s license and liability insurance.
- Every three years, successful completion of a criminal background check and driving check.
- Flexibility is key. We’ll need you to work weekends and evenings as needed.
Your Surroundings - Generally, climate-controlled office conditions.
- Minimal (less than 10%) travel within the council for staff meetings and special events.
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