Member Support Specialist - YMCA of Silicon Valley

Support Center Specialist

The Support Center Specialist is responsible for auditing membership records, managing data, and maintaining member accounts. The incumbent assists branch staff with membership program questions, troubleshoots issues and provides training.

SALARY RANGE: $27.00 - $29.00/hour

Essential Functions:

• Answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes.
• Conduct audits of member accounts to determine compliance with established policies and procedures.
• Analyze data, conduct research and prepare ongoing branch status reports for management.
• Provide administrative support for Annual Campaign donations, enter billing, invoicing, thank you letters, and collection.
• Communicate with branch team members concerning invoices, collections, refunds and membership status.
• Provide support to all areas including Wellness, Youth Development, Overnight Camp, etc.
• Provide reports, administrative and technical support to branches, departments, and program areas which may include training related to membership.
• Attends all meetings and trainings required.
• Performs other duties as assigned.

Work Environment & Physical Demands:

• Must be able to work on a computer for extended periods of time.
• Ability to travel locally to YMCA branches and other program sites.
• Ability to interact with people both in person and via technology.
• Ability to lift and carry objects up to 20 pounds.
• Ability to respond to critical incidents and the physical ability to react to emergencies.
• Ability to stand, walk, sit, stoop and kneel.

• Minimum of two (2) years of related work experience in customer service
• Proven analytical and problem solving skills
• Ability to process a large volume of work
• Ability to develop and maintain positive attitude and effective working relationships
• Knowledge and proficiency in Microsoft Office, Word, Excel, and Outlook
• Must be organized and have strong attention to detail
• Ability to communicate with a diverse clientele and team members
• Excellent written and interpersonal communication skills
• Ability to work independently and multi-task
• Hybrid Work Schedule - In the physical workplace is required
• Need to be available evenings and weekends

Preferred:

• Experience working with Personify
• Multilingual

YMCA Competencies (Leader):

Change Leadership: Facilitates, co-creates, and implements equitable change for the good of the organization and/or community.

Engaging Community: Builds bridges with others in the community to ensure the Y's work is community-focused and welcoming of all, providing community benefit.

Philanthropy: Secures resources and support to advance the Y's work.

Volunteerism: Engages volunteers and promotes social responsibility at all levels of the organization.

Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community.

Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y's cause.

Inclusion: Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.

Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgement.

Fiscal Management: Manages the Y's resources responsibly and sustains the Y's nonprofit business model.

Functional Expertise: Executes superior technical skills for the role.

Innovation: Creates and implements new and relevant approaches and activities that improve and expand the Y's work and impact in the community.

Program/Project Management: Ensures program or project goals are met and intended impact occurs.

Developing Self & Others: Develops self and supports others (e.g.: staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.

Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations.