Customer Account Specialist

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.

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.

· 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.

· 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.