Customer Service Specialist

Customer Service Specialist

Wage: $17.13 to $19.00 per hour (Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range)

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

Location: YMCA Association Office, Tacoma, WA

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.

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.
• Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
• Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required.

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.
• Follow membership policies and guidelines. Process new memberships, update current memberships, and register individuals for programs and services, as requested.
• Demonstrate foundational competency of the Customer Relationship Management system (Salesforce).
• 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.

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

At the Y, we're all about empowering people, inspiring action, and strengthening the communities we call home. Join our team and support our vision of creating opportunity to all can thrive in every season of life.

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