Description
The IT Systems Specialist at Girl Scouts of Western Washington (GSWW) manages membership and event registrations, along with related processes such as changes, cancellations, waitlists, payments and refunds, ensuring all are completed accurately and within a timely manner. This position coordinates with internal departments to build and maintain complex events in the Council’s customer relationship management (CRM) system, administers financial assistance requests, and provides high-quality customer support via email and phone. Additionally, the IT Systems Specialist maintains accurate data in the CRM and payment systems, troubleshoots system issues, and supports both staff and customers through documentation, knowledge sharing, and training.
This is a regular, part-time (20 hours per week), non-exempt role that requires residency in Washington State, preferably within our Council region of Western Washington. Work can be conducted remotely, but successful candidates must be willing and able to come into a GSWW office as needed or when requested. While the full pay range for this position is $21.84 to $23.77 per hour, this position will start at $21.84 per hour for purposes of internal pay equity.
Girl Scouts of Western Washington offers an excellent work environment, meaningful mission-driven work and a competitive benefits package that includes employer-paid options for medical, dental, life/AD&D for employees. Additionally, access is available for our 403(b) retirement plan, as well as voluntary benefits that include vision insurance and flexible spending accounts. Our generous paid leave plan includes three weeks of vacation to start, sick leave, paid holidays, paid time off for personal development and volunteerism, AND nearly two weeks of paid leave for our winter break!
Girl Scouts of Western Washington values diversity, equity, and inclusion and we foster a welcoming, inclusive work environment. We are an equal opportunity employer, and we do not discriminate based on race, color, religion, age, national origin, gender, veteran status, sexual orientation (heterosexuality, homosexuality, bisexuality, and gender expression of identity), marital status, or the presence of any physical, sensory, or mental disability, or any other protected classification under applicable laws.
Requirements
Essential Duties and 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.
This is a general description of the essential responsibilities of the position and is not inclusive of all job duties; other associated duties may be assigned.
Knowledge, Skills, and Abilities
- 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
Supervisory Responsibilities
This position has no supervisory responsibilities.
Education and Experience Required
- 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.
Experience Preferred
- Experience with Salesforce preferred.
- Experience with Girl Scouts is helpful but not required.
Other Required Qualifications
- 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
