Site Reservation Coordinator - PT

The Site Reservation Coordinator at Girl Scouts of Western Washington (GSWW) supports property reservations and related reservation programming requests in our ActiveNet system in partnership with the Property Reservation Specialist, collaborates with various departments to market our properties effectively, and provides exceptional customer service in all interactions. This position is responsible for ensuring accurate and timely handling of reservation confirmations and related documentation, contributing to the smooth operation of our property reservation system. The Site Reservation Coordinator plays a vital role in providing structure and support to campers, guests and staff by maintaining responsive e-mail and telephone communication with site guests along with other relevant duties as needed. Strong organizational skills are a large component of this position, as is the ability to interface with both internal and external customers with positivity and competence. This position may be required to work some weekends and evenings, as well as travel to support in person work related activities upon supervisor’s request.

This is a regular, part-time (20 hours per week), non-exempt role with the requirement of 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 $25.69 per hour, it will start at $21.84 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.

Essential Functions:

• Manages and maintains the property reservation database in partnership with the property reservation team.
• Provides administrative, calendaring and helpdesk support for the property reservations system and team, including pulling and revising reports as requested.
• In coordination with GSWW departments and property managers, helps coordinate property availability calendars for guest reservations.
• Provides updated confirmation packets to guests within a timely manner.
• Performs data entry tasks with a high level of accuracy to process reservations, confirmations, cancellations, contract creation, waitlist management, invoicing, and processing of payments and refunds.
• Responsible for invoicing in adherence with all rental-related business processes.
• Provides prompt, accurate answers to customer queries utilizing our Customer Relationship Management system (CRM) – Salesforce
• Manages and updates position-relevant knowledge articles in Salesforce.
• Works closely with Customer Care team to ensure customer satisfaction
• Serves as the first point of contact for inquiries via phone, email, or in person, providing the highest level of customer service to all members, both external and internal.
• Answers incoming calls and requests, clarifies desired information, researches, locates, and delivers findings, and engages in problem-solving to provide solutions.
• Greets and makes a connection with customers, ask questions, and listens to internal and external customer needs to offer solutions and options for meeting their needs.
• Maintains accurate statistics on reservations, registration, and customer service cases while adhering to established guidelines and leveraging assigned technology solutions,
• Actively participate in meetings, training and committees as required,
• Adheres to Girl Scouts of Western Washington’s core competencies with strong emphasis on collaboration, adaptability, and resiliency.

This is a general description of the essential responsibilities of the position and is not inclusive of all job duties; other associated duties maybe be assigned.

Knowledge, Skills and Abilities:

• Commitment to fostering environments that prioritize diversity, equity, inclusion, racial justice and belonging
• Strong alignment with Girl Scouts of Western Washington’s mission and vision
• Demonstrated ability to multi-task, prioritize, work independently, take initiative, and maintain confidentiality
• Excellent interpersonal and customer service skills to ensure effective interactions with individuals at all levels and backgrounds
• Strong data entry and payment processing skills
• Ability to compose original correspondence and format business letters
• Ability to manage multiple tasks and document all customer interactions utilizing a CRM system (Salesforce)
• Available and willing to work flexible hours as necessary, which may occasionally include evening, weekend, and overnight coverage.
• Skilled in Office 365 programs including OneDrive, SharePoint, Outlook, Word, Excel and Access or similar database programs, including running basic queries, with the ability to learn and utilize new technology and computer systems.
• Strong organizational skills and attention to detail

Supervisory Responsibilities:

This position has no supervisory responsibilities

Education and Experience Required:

• High School Diploma or Equivalent
• Minimum of one year experience with a high volume of in-depth customer service calls
• Minimum of one year office experience in a clerical or administrative support role
• Minimum of one year experience with a reservation or booking system
• Minimum of one year experience in sales

Preferred Skills and Experience:

• Knowledge of Girl Scouts or other camp operations
• Bilingual English/Spanish preferred

Other Qualifications:

• Valid Washington State driver’s license, vehicle in working condition, proof of insurance, and/or the ability to fulfill travel requirements throughout Western Washington on an as needed basis.
• Satisfactory results from criminal background search
• Willingness to maintain Girl Scouts Membership
• Must be willing and able to come into a Girl Scouts of Western Washington office as needed or when requested