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Customer Engagement Initiative

New CEI Business Model puts girls and volunteers first!

We're joining with GSUSA and councils across the nation in a new way of engaging and communicating with our awesome volunteers, families, and girl members. We're so excited to share information about our new Customer Engagement Initiative (CEI) with you! CEI is our new way of work and is designed to put girls and volunteers at the center of all we do.

The goal of CEI is to provide better customer service and dynamic technology, to ease the processes of joining our Movement, leading a troop, serving as a volunteer, engaging in programs, receiving information, communicating with colleagues and staff, and more!

How will GSMH make this a reality?

In November 2016, we re-launched this website on a standardized national platform. It includes tools and information you count on, and you can now easily search for and find events and forms. Starting this summer, you will access our new registration and Volunteer Toolkit systems through this site.

In June 2017, we will transition to Salesforce, a robust and nimble customer data management system. The system is customized for Girl Scouts, and our new ways of work will continue to improve and adapt to meet customer needs. 

The Volunteer Toolkit, coming this summer, is a simple tool to help volunteers like you lead K-5 troops. Based on troop leader feedback, everything a K-5 troop volunteer needs is rolled into an online organizational, planning, and curriculum tool specifically designed to help leaders communicate and stay organized.

 

In May 2017, we redesigned our staffing structure to create an improved volunteer and membership experience. Under our old staff design your primary contact was a single person, your membership marketing specialist. With our new staff redesign, you have teams of staff in place to get you the answers you need at initial contact. No waiting for one person to be available, we have a team ready and able to give you the information you need. 

Customer Care Team

The Customer Care Team provides general support to members, families, and the community. Their goal is to provide the information you need, when you need it! This team will be your first contact when you have questions.

Customer Care Manager, Sherrey Young
Heather Duncan, Customer Care Coordinator
Jenna Cue, Customer Care Assistant
Sue Williams, Customer Care Assistant
Chelsea Sanders, Retail Coordinator
Rose Beck, Retail Coordinator
Two Customer Care Assistants TBA

Girl Experience Team

The Girl Experience Team develops and implements amazing opportunities for girls! This team will oversee council events, outdoor program, resident camp, travel opportunities, product program, and highest awards.

Girl Experience Manager, Carolyn Imhoff
Beth Seabaugh, Girl Experience Specialist
Erica Bisig, Girl Experience Specialist
Karen Taylor, Girl Experience Specialist
Melisabeth Johnston, Girl Experience Specialist
Melody Hutchison, Outdoor Program Specialist
One Girl Experience Specialist TBA

Recruiting Team

The Recruitment Team is responsible for recruitment of girls and adults for membership growth. The Outside Recruitment Team attends open houses, holds recruitment events, and is out in the community spreading the word about Girl Scouts. The Inside Recruitment Team guides girls and adults through the process of becoming Girl Scouts from the point of initial interest to placing girls and adults into troops.

Recruiting Manager, Kara Glaus
Amanda Hilton, Outside Recruiting Specialist
Carina Kagan, Outside Recruiting Specialist
Heather Bohannon, Outside Recruiting Specialist
Kendal Bengsch, Outside Recruiting Specialist
Aarika Cox, Inside Recruiting Specialist
Laura Lane, Inside Recruiting Specialist
Kerissa Albritton, Volunteer Screening Coordinator
Two Outside Recruiting Specialists TBA
Four Inside Recruiting Specialists TBA

Volunteer Engagement Team

The Volunteer Engagement Team is the direct link for troop leaders! They help you plan your Girl Scout year and provide guidance for leader training, Girl Scout Journeys and badges, troop activities, the Volunteer Toolkit (VTK), and Early Bird membership renewal.

Volunteer Engagement Manager, Stefanie McCall
Corrinda Calhoun-McShan, Volunteer Engagement Specialist
Erin Schloss, Volunteer Engagement Specialist
Heather Mize, Volunteer Engagement Specialist
Ida Piper, Volunteer Engagement Specialist
Jessica Hawkins, Volunteer Engagement Specialist
Julie Wall, Volunteer Engagement Specialist
Rachel Grewe, Volunteer Engagement Specialist
Sheena Phillips, Volunteer Engagement Specialist

 

Things You Need to Know!

  • Early Bird registration extended! Early Bird registration is paper only beginning May 1 and runs through 5 p.m. June 19.
  • ROSE (our online membership, event, and camp registration system) will be offline starting June 1 at 11:00 p.m. until June 5 at 4:30 p.m.
  • You will be able to use ROSE to register online for Summer Resident Camp and council-sponsored events again starting June 5 at 4:30 p.m.
  • After June 1, online membership registration will not be available until mid-June using our new Salesforce system.
  • You will receive an email from GSUSA telling you about the new online sign-up and renewal process. Date TBA.
  • You will receive a second email from GSUSA (gsusacustomercare@girlscouts.org) giving you the details on how to create a new user profile in Salesforce. Date TBA.
  • Starting this summer, you will see a new face at your monthly Service Unit Meetings. Your Volunteer Engagement Specialist will be your primary troop support.
  • You no longer must wait for your Membership Marketing Specialist to get back with you to answer your questions. Our Customer Care team will be your resource for the information you need, either in person, via email, via web, or over the phone.
  • CEI Vocabulary

New office hours & summer hours start June 5!

GSMH has adjusted the public service center hours at your Cape Girardeau, Dexter, and Joplin Service Centers. These service center and retail shops will be closed to the public on Tuesday and Thursday of each week to provide an improved customer experience. Updating these hours will allow our new customer care team the opportunity to give you their full attention. Staff will be working on these days - attentively waiting for your calls and emails so they can get you the quickest answer possible. We also know that occasionally there will be times when a visit to the shop or a conversation with a staff person may be needed.  In these instances, if Monday, Wednesday or Friday just won’t work, you will have the opportunity to set up an appointment ahead of time for a Tuesday or Thursday.

Our customer care team’s goal is to answer your questions on the spot! Call us at 877-312-4764, email us (new email address coming soon!), or fill out our contact us form.

Summer office hours (8:00 a.m. to 5:00 p.m. Monday through Thursday, 8:00 a.m. to 11:00 a.m. Friday) will begin on Monday, June 5, 2017 and continue through Friday, August 18, 2017. All service center offices and shops, except Springfield, will continue to close for lunch from 1:00 p.m. to 2:00 p.m. Monday through Thursday. 

Check our homepage for special announcements regarding service center closings for staff trainings, meetings, and holidays.