A customer service agent is part of a team which provides a high level of customer service to YMCA members, program participants, and guests. S/he provides members and prospective members with information and assistance as it relates to membership, program and other YMCA services through various channels (web, chat, email, phone, etc.) This position also performs functions to support internal membership and program operations. They meet internal Service Level Agreements as designated by the Director.
Scope of Responsibilities:
Assist customers in a friendly and efficient manner.
Manage cross functional calls relating to sales, membership, program, financial issues, and reporting.
Handle customer inquiries, problems or requests according to standard operating procedures.
Coordinate internal services for all YMCA business units as assigned.
Follow all policies and procedures related to keeping children safe in our facilities and programs, including those related to managing visitors and guests at our facilities.
Report any suspicious behavior and violation of policy and procedures to your supervisor.
Complete all child abuse prevention training as required.
Excellent communication (both written and verbal) and customer service skills.
Previous experience in a high volume customer service role where a variety of issues were handled. Experience working with CRM and transactional systems.
Proficiency with MsOffice suite tools, and Excel in particular.
They must have the ability to perform functions quickly but efficiently, with good attention to detail and the appropriate sensibility for escalating issues.
Previous cash handling and sales experience required.
Experience working with Google apps is preferred.