Customer Account Specialist

Position: Customer Account Specialist

Wage: $18.05 to $20.48 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 Tacoma Association Office, Tacoma, WA

As a Customer Account Specialist, you will be responsible for auditing and maintaining accounts through the customer relationship management software utilized within YMCA Centers. In this role, you will be expected to deliver excellent customer service to all staff, members, guests, and program participants in a safe, enjoyable, and positive environment. If hired, this role will focus on handling customer accounts, resolving issues efficiently, and fostering strong relationships to promote loyalty and satisfaction.

Qualifications:

• Minimum of two years of experience in customer service, database management systems, public relations, or organization administration.
• Excellent written and oral skills.
• 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.
• 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 customer and 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.
• Respond to staff and member needs. Contact appropriate personnel when necessary and notify Director of unusual situations. Handle complaints in a courteous manner and elevate when appropriate.
• Demonstrate full competency in Salesforce to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing, program registration, account mergers, duplicate removal, reporting, refund investigation and approval and account balance removals.
• Develop and maintain relationships with other stakeholders 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. To apply, visit our website at


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 Account Specialist Job Description

Position Summary

The Customer Account Specialist is a Customer Resource Management Team member in the Engagement Center. They are responsible for auditing and maintaining accounts through the customer relationship management software. The role focuses on handling customer inquiries, resolving issues efficiently, and fostering strong relationships to promote loyalty and satisfaction. 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 customer and 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, case volumes, and position requirements. This ensures the customer account specialists are available based upon member data and trends.
• Follow membership policies and guidelines.
• Respond to staff and member needs. Contact appropriate personnel when necessary and notify Director of unusual situations. Handle complaints in a courteous manner and elevate when appropriate.
• Meets Key Performance Indicators (KPIs) as defined by Director.
• Demonstrate full competency in Salesforce to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing, program registration, account mergers, duplicate removal, reporting, refund investigation and approval and account balance removals.
• Promptly complete assigned daily, weekly, monthly and special projects as directed.
• Develop and maintain relationships with other stakeholders as assigned.


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, database management systems, public relations, or organization administration.
• Excellent written and oral skills.
• 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.