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Specialist, Customer Experience

2 months ago

Chicago, United States YMCA Full time

This position supports the YMCA Enterprise Shared Service (YESS) team.

Job Description

The Specialist, Customer Experience will work within one of our internal departments (Membership, Child Care or General Programs) and oversee the business functions related to billing, collections and or third-party membership or programs.Emphasis shall be on maintaining a high level of customer service while working cooperatively with onsite Y staff.The role will require some weekend work as many of the job functions are dependent on certain deadlines each month.

Above all there is a need for multi-tasking and having a relentless spirit of customer service and able to project the needs of the Y's served.

YMCA of the USA is a work from anywhere in the U.S. workplace.

Qualifications

  • A bachelor's degree in business administration or human resources, or equivalent experience preferred
  • Minimum 3 years experience in customer service delivery, operations, or other relevant experience
  • High attention to detail, quick learner, strong interpersonal, and organizational skills
  • Ability to effectively communicate verbally and in writing both
  • Ability to respond to common inquiries, complaints, or requests from employees, management, and escalate issues as needed
  • Ability to train and effectively present information to management and employees
  • Strong computer skills; proficient in Microsoft Office suite
  • Experience with multiple software systems including but not limited to: Daxko Operations, ActiveNet, CORE and Salesforce
  • Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required
Essential Functions
  • Oversee a project area within one of the core areas of the Customer Experience Department: Membership, Childcare or Programs
  • Interacts with customers via email, online chat, telephone or in person to provide support and information on assigned product or service
  • Provide department support and leadership to the Customer Experience Coordinator
  • Provide training to front line staff when applicable on the processes and procedures of the YESS Customer Experience team
  • Assist YESS associates in daily tasks such as: membership audits, program registrations & billing collections
  • Respond to member and staff requests via the YESS ticket system within the required 2 days Service Level agreement
  • Maintain accurate YMCA membership records in computer system and communicate with staff as needed
  • Provide exceptional customer service in all written communication to members, staff and program participants
  • Performs other duties as assigned
Cause-Driven Leadership Competencies
  • Values.Demonstrates in word and action the Y's core values of caring, honesty, respect, and responsibility and a commitment to the Y's mission, in all matters at all times.
  • Inclusion.Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion, and cultural competence.
  • Relationships.Builds authentic relationships in the service of enhancing individual and team performance to support the Y's work.
  • Communication.Listens and expresses self effectively and in a manner that reflects a true understanding of the needs of the audience.
  • Quality Results.Demonstrates and fosters a strong commitment to achieving goals in a manner that provides quality experiences.
  • Change Capacity.Leads self and others through change by navigating ambiguity appropriately and adapting well to new situations, obstacles, and opportunities.
  • Emotional Maturity.Demonstrates effective interpersonal skills.
  • Self-Development.Is dedicated to the improvement of own capabilities and demonstrates this through the continual expansion of knowledge and skills.


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