Business Service Representative

YMCA of Greater Grand Rapids•Grand Rapids, MI

11d•$14 - $18

About The Position

This position works on behalf of the YMCA of Greater Grand Rapids, and is based out of the Mary Free Bed YMCA. POSITION SUMMARY: The Business Services Representative is responsible for answering calls from members to process membership applications, program registrations, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, and solicit memberships or donations. This position requires working closely with management, IT, members, and the public. Hours will vary and may include mornings, evenings and weekends.

Requirements

High school diploma and Associates degree preferred.
At least 6 month’s customer service, sales, or data entry experience; six months or more experience in a contact center environment, or equivalent combination of education, training, and experience.
Customer service skills and friendly, positive demeanor, required.
Working knowledge of computers, ability to learn proprietary software.
Ability to interact with people from all ethnic backgrounds, ages, and lifestyles, strong human relation skills, strong oral and communication written skills, a strong sense of time management and the ability to exercise discretion.
Blood Borne Pathogen training
Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
First Aid Certification required within the first 60 days
State of Michigan criminal background clearance (ICHAT)
Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
Ability to effectively present information one-on-one to members, volunteers, and staff.
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
Ability to compute rate and ratio.
Ability to deal with problems involving a few concrete variables in standardized situations.
While performing the duties of this job, the employee is regularly required to talk or hear.
Ability to frequently required to stand, sit, and use hands to finger, handle, feel, and reach with hands and arms.
Ability to occasionally require to walk.
Ability to occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus.

Nice To Haves

Spanish speakers encouraged.
YMCA or not for profit experience preferred.

Responsibilities

Professionally answer all incoming phone calls
Handle program registrations, transfers, inquiries, and refunds
Process memberships and renewals
Complete call logs
Schedule appointments and reservations through scheduling system
Respond to the Information Help Desk inquires
Handle and resolve member concerns
Provide callers with product and service information
Identify and escalate priority issues
Route calls to appropriate resource
Follow up on inquires as necessary
Process membership holds, cancellations, and changes
Input and edit member profile data
Performs any other functions necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids

Benefits

Free YMCA Family Membership – Enjoy full access to facilities & program discounts for you and your family!
20% Childcare Discount – Discount is off the regular rate for each child enrolled in a YMCA childcare program, excluding the infant room.
Comprehensive Medical Coverage – Up to 93% employer paid plan options through Blue Care Network.
Dental and Vision Insurance – low-cost coverage options.
Health Savings Account (HSA) – Receive up to $1,040 in employer contributions each year to help cover qualified medical expenses.
Generous Paid Time Off – Beginning with 3 weeks of PTO per year, plus 9 paid holidays.
Paid Parental Leave - Dedicated time off to support you during the arrival or adoption of a child.
Retirement Savings – 12% employer retirement contribution, no match requirement (upon eligibility) and a 403(b) savings plan.
Paid Disability Leave – short & long term disability coverage.
Life Insurance – employer paid life insurance, plus voluntary coverage for the entire family.
Optional Insurance – Customize your coverage with options like accident, hospital, pet, and legal insurance, plus more to fit your lifestyle and needs.
Pay on Demand – Access your earned wages before payday.
Professional Growth – Access to ongoing training, development programs, and career advancement opportunities.
Loan Forgiveness - Eligible employees can also take advantage of Public Service Loan Forgiveness (PSLF).
Employee Assistance Program (EAP) – Free, confidential resources and counseling for you and your family.