Customer Service Specialist

YMCA
Hourly
$17.00
$19.00
How to Apply
Apply Online
The YMCA of Pierce and Kitsap Counties is seeking a Customer Service Specialist to join our team.
Job Description

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.

Wage: $17.00 to $19.00 per hour, depending on qualifications

Hours: Full-Time, 40 Hours Per Week

Location: Tacoma Association Office, Tacoma, WA 

Benefits: 

  • Medical, Dental, and Vision benefit plan options
  • YMCA paid Life and Long-term Disability Insurance
  • Opportunity to participate in the YMCA 403(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings
  • Accrual of 15 days of paid vacation (vacation accruals increase with years of service)
  • 8 paid Holidays/Floating Holidays per year
  • 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, Child Care services, and merchandise
  • Public Service Loan Forgiveness eligibility for Full-Time employees

Ignite your Passion, Live the Y Cause, and Join our Team! To apply visit our website at www.ymcapkc.org.

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

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 conversations 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.
Essential Functions
  • 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.