Customer Service Specialist

Customer Service Specialist

The YMCA of Pierce and Kitsap Counties is seeking a Customer Service Specialist to join our team. The YMCA focuses on empowering people in all forms, by improving health and well-being and inspiring action in and across our neighborhoods. This position supports the work of the Y, a leading non-profit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. 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.

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 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.

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.