Customer Service Specialist

The YMCA of Pierce and Kitsap Counties is seeking a Customer Service Specialist to join our team.

The YMCA focuses on empowering people in all forms, by improving health and well-being and inspiring action in and across our neighborhoods. This position supports the work of the Y, a leading non-profit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility.

As a Customer Service Specialist, you will serve as a member of the Call Center team who engages customers by email and over the phone, to respond and resolve requests, questions, and complaints. If hired for this position, you will be expected to deliver excellent customer service to all staff, members, guests, and program participants in a safe, enjoyable, and positive environment.

Key Responsibilities:

• Foster a positive brand image with staff, members, and guests while seeking the best outcome and interests of the YMCA.
• Provide excellent service to staff, members, guests, and spectators over the phone, through email, or other forms of communication contributing to member retention.
• Present accurate membership and program information to potential and existing members.
• Ability to effectively explain the benefits and expenses related to YMCA memberships and programs.
• Provide excellent customer service and follow through with member communication and tasks.
• Encourage member involvement in programs and services based on the members expressed interest.
• Be courteous, professional and genuine towards members by learning their names and expressing an interest in their YMCA activities.
• Follow membership policies and guidelines. Process new memberships, update current memberships, and register individuals for programs and services, as requested.
• Respond to members' needs. Contact appropriate personnel when necessary and notify supervisor of unusual situations. Handle complaints in a courteous manner and elevate when appropriate.
• Demonstrate foundational competency of the Customer Relationship Management system (Salesforce).
• Meets Key Performance Indicators (KPIs) as defined by Director.
• Demonstrate full competency with the telephone software system (Talkdesk) to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing and program registration, for our various amenities.
• Embrace and actively promote an inclusive and equitable work environment.
• Other duties as assigned.

Qualifications:

• Minimum of two years of experience in customer service, call center, public relations, or organization administration.
• Excellent written and oral skills.
• Ability to speak with members, guests and staff over the phone for a minimum shift of four hours.
• Ability hold respectful and clear conversation over a telephone.
• Positive attitude and previous experience with diverse populations.
• Demonstration of the ability to lead a project and collaborate with others.
• Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom.
• Commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required.

Wage: $17.13 to $19.00 per hour, depending on qualifications

Hours: Part-Time, Up to 25 hours per week

Location: Tacoma Association Office, Tacoma, WA

Benefits:

All YMCA Employees receive the below benefits:

• A Personal YMCA membership and YMCA360 virtual streaming membership
• Flexible scheduling around school and extracurricular activities Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year
• Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program, and LifeMart employee discount center
• Professional training, education, and certification opportunities
• 20% discount on YMCA programs, childcare services and merchandise

Part-Time employees who work more than 20 hrs./week are eligible for the below voluntary benefit options:

• HealthiestYou: by Teladoc (24/7 virtual general medical care access for non-emergency conditions)
• Willamette Dental Plan
• VSP Vision Plan

Ignite your Passion, Live the Y Cause, and Join our Team To apply visit our website at www.ymcapkc.org.

The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer - Women/Minority/Veteran/Disabled

Customer Service Specialist Job Description

Position Summary

The Customer Service Specialist is a member of the Call Center team who engages customers, by email and over the phone, to respond to and resolve requests, questions, and complaints. Delivers excellent customer service to all staff, members, guests, and program participants in a safe, enjoyable, and positive environment focused on YMCA core values: honesty, respect, responsibility, and caring.

Key Responsibilities

Customer Service and Engagement:
• Foster a positive brand image with staff, members, and guests while seeking the best outcome and interests of the YMCA.
• Provide excellent service to staff, members, guests, and spectators over the phone, through email, or other forms of communication contributing to member retention.
• Present accurate membership and program information to potential and existing members.
• Ability to effectively explain the benefits and expenses related to YMCA memberships and programs.
• Provide excellent customer service and follow through with member communication and tasks.
• Encourage member involvement in programs and services based on the members expressed interest.
• Be courteous, professional and genuine towards members by learning their names and expressing an interest in their YMCA activities.

Administration:
• Work assigned shifts that may adjust (with advanced notice) based on hours of operation, call volumes, and position requirements. This ensures the customer service specialists are available based upon member data and trends.
• Follow membership policies and guidelines. Process new memberships, update current memberships, and register individuals for programs and services, as requested.
• Respond to members' needs. Contact appropriate personnel when necessary and notify supervisor of unusual situations. Handle complaints in a courteous manner and elevate when appropriate.
• Demonstrate foundational competency of the Customer Relationship Management system (Salesforce).
• Meets Key Performance Indicators (KPIs) as defined by Director.
• Demonstrate full competency with the telephone software system (Talkdesk) to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing and program registration, for our various amenities.
• Develop and maintain relationships with other stakeholders as assigned.
• Promptly complete assigned daily, weekly, monthly and special projects as directed.

General:
• Meet performance goals by telling the Y story and raising charitable dollars to fulfill our mission.
• Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal requests and supporting center events.
• Maintain a clean and organized desk and office space;
• Responsible for sanitizing high-touch areas as assigned.
• Embrace and actively promote an inclusive and equitable work environment.
• Other duties as assigned.

Qualifications, Skills and Abilities
• Minimum of two years of experience in customer service, call center, public relations, or organization administration.
• Excellent written and oral skills.
• Ability to speak with members, guests and staff over the phone for a minimum shift of four hours.
• Ability hold respectful and clear conversation over a telephone.
• Positive attitude and previous experience with diverse populations.
• Demonstration of the ability to lead a project and collaborate with others.
• Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom.
• Commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required.

Working Conditions/Physical Demands
• Constantly required to talk and hear.
• Prolonged sitting, repetitive hand and finger movements (typing and clicking), and the ability to operate a keyboard with accuracy.
• Must be able to lift or move up to 10 pounds and occasionally lift or move a higher amount.
• Specific vision abilities required by this job include close vision, and ability to adjust focus.

Employee Acknowledgement

This job description indicates the general nature and levels of work, knowledge, skills, abilities and other essential functions expected of this position. This document is not an exhaustive list and other duties, responsibilities and activities may change or assigned at any time with or without advanced notice.

This job description does not constitute a contract of employment and the YMCA of Pierce and Kitsap Counties may exercise employment-at-will rights at any time.

By signing below, you are acknowledging that you have read the document in its entirety and that you understand the requirements, essential functions, and job duties of this position. Further, you acknowledge that you are able to perform the duties of the position with or without reasonable accommodation(s), and that should you need assistance, that you are responsible for notifying your Director, Executive Director, and/or Human Resources.

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