Customer Success Specialist

YMCA
Hourly
$17.85
How to Apply
Apply Online
Resumes Accepted Until
Deliver exceptional service while helping members access YMCA programs, resources, and financial support.
Job Description

Under the supervision of the Business Solutions and Success Director and in collaboration with branch staff, the Customer Service Representative – Specialist plays a key role in supporting operations within the Customer Success Center. This full-time, hourly position is responsible for delivering high-level customer care, managing complex financial transactions, and maintaining accurate data across Personify software products and state portals.

The CSR Specialist handles specialized call queues, supports registration and financial assistance processes, and coordinates with third-party payers to ensure timely collections and reporting. This role also provides software training for new staff, manages communication campaigns, and ensures compliance with YMCA policies and procedures. All responsibilities are performed in alignment with the mission, values, and practices of the YMCA of the Triangle Area.

Qualifications

Minimum of 2 or more years of experience working with the YMCA Customer Service Department, Welcome Center, Administrative Office or Overnight camp including a desire to work with all customers and branch personnel and peers in a fast-paced environment is required. 
Possess a positive attitude, a high level of initiative and professionalism, be an effective liaison with directors and other staff striving to serve everyone. 
Professional in demeanor, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers. 
Be empathetic when working with families in the collection process and their life circumstances, remain unbiased.  
Strong computer skills and the ability to navigate and troubleshoot app and database environments. 
Exceptional communication and customer service skills. 
Ability to be an effective problem-solver. 
Demonstrate understanding of YMCA business, accounting and financial principles to effectively assist in financial transactions. 
Strong organizational skills and the ability/flexibility to perform in a fast-paced working environment. 
Maintain excellent relationships with customers and all staff.   
Ability to relate effectively to diverse groups of people from all social and economic segments of the community. 
Multi-lingual desired but not required. 

Essential Functions

Customer Support & Call Management

Responds to incoming calls routed through a specialized queue for third-level customer care.
Handles an average of 15 calls per day; peak volume may reach 30+ calls.
Accurately codes each call in real time using disposition codes for monthly KPI reporting (90% accuracy required).
Collaborates with Success Center staff to support complex customer needs including financial requests, order adjustments, and policy clarifications.
Program & Policy Expertise

Demonstrates full understanding of program offerings, business policies, financial procedures, app functionality, and online processes.
Assists families with registration and financial assistance, especially for Orange County participants.
Financial & Third-Party Coordination

Manages communication and transactions with third-party child care payers (e.g., DSS, churches).
Oversees promissory notes, invoicing, and payment collections.
Works with Finance Department to manage EFT payments and determine write-offs for overdue accounts.
Participates in account aging and collection processes across all programs.
Reporting & Administrative Oversight

Manages reports including:Orders missing payment information
Daily Huddle-Up additions
Duplicate membership reports
Unapproved financial assistance offers
YOTA Swim Team registrations
Childcare collections and Youth Development Financial Assistance processing
Orange County Schools Program Support

Tracks subsidy voucher expiration dates and assists families with renewals.
Monitors attendance for children on subsidy vouchers and contacts families nearing monthly absence limits.
Manages YMCA’s NCFAST account for documentation, reimbursement tracking, and attendance reporting.
Audits camper files to ensure all required forms and signatures are collected.
Communication & Outreach

Sends weekly/monthly emails via MyEmma including:Scholarship membership renewals
Expiring membership holds
Program draft reminders
Insufficient funds notices
Other outreach as needed
Software Training & Support

Maintains expert-level proficiency in Personify (PGo) to assist and train branch staff.
Conducts in-person Personify training for new YMCA employees, including evening/weekend sessions.
Expected to learn and perform essential functions across all Personify software platforms.
Event Participation & Relationship Building

Attends YMCA membership and program events to assist with customer registration (may include evenings/weekends).
Models strong relationship-building skills in all interactions.
Maintains collaborative relationships with YMCA branches and ensures clear, consistent communication.
Professional Development & Other Duties

Participates in meetings and training sessions to maintain and expand job-related knowledge.
Performs additional duties as assigned by supervisor.