Customer Service Specialist

YMCA of Pierce and Kitsap Counties • Tacoma, WA

8h • $17 - $19 • Onsite

About The Position

The YMCA of Pierce and Kitsap Counties is seeking a Customer Service Specialistto 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.

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.

Requirements

• 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.

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.
• 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.
• Develop and maintain relationships with other stakeholders as assigned.
• Promptly complete assigned daily, weekly, monthly and special projects as directed.
• 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.

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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed