The Resource Center Specialist is responsible for successfully supporting and retaining adult volunteers by maintaining relationships with troop leadership volunteers to assist them in their work with girls.

RESPONSIBILITIES:

• Greets volunteers and answers questions in friendly professional manner in a fast-paced office.
• Assists with selection of program resources to support the organization's program delivery to troops.
• Manages inventory of equipment and resources by using check out system Resource Mate and Microsoft Excel.
• Utilizes customer relationship management system (Salesforce) to manage, support and track interactions with volunteers.
• Utilizes GivePulse to track administrative and resource center volunteer hours.
• Provides expert Volunteer Toolkit demonstrations to volunteers; assisting volunteers in navigating the VTK system and learning how to manage their troop activities in this platform.
• Provides program kit demonstrations to volunteers.
• Remains informed and supportive of council and other department initiatives and effectively communicates changes and initiatives to volunteers.
• Monitors and provides support for problem solving and conflict resolution in a timely manner.
• Performs additional duties as assigned in support of the council’s mission and goals.

COMPETENCIES AND AREAS OF EXPERTISE MAY INCLUDE:

• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Oral and Written Communication (i.e. In person, verbal, written, and/or phone) - Expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; displays understanding of how job relates to others.
• Problem Solving - Recognizes when immediate action is required; recognizes when sufficient information has been obtained to make a decision; makes decisions where appropriate or refers decisions to the appropriate organizational level; makes decisions without undue delay.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education/Experience: High School graduate/some college with experience in customer service, office reception, inventory control.
• Language Ability: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write instruction guidelines for publication that conform to prescribed style and format.
• Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Computer Skills: Must be proficient with computer and Microsoft Office (i.e. Excel, Outlook, and Word).  Proficient in database management and reporting.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position primarily performs its duties indoors and is occasionally exposed to outdoors weather conditions and/or moving mechanical parts. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Licensure/Membership Requirements: The employee is required to maintain membership with Girl Scouts of the United States of America throughout the duration of their employment with GSSWT.