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Member Experience Representative

Company: YMCA
Location: San Antonio
Posted on: June 12, 2021

Job Description:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. Under the general guidance of the Director of Administration and the Solution Center, this position is responsible for electronic and telephonic engagement with members and participants & maintenance of member and participant accounts, including accounts receivable recovery, input of joins and registrations, and maintenance of accounts. The Solution Center maintains records in accordance with state, city, and YMCA standards and policies. The Member Experience Representative will also serve in the Support Center call center, answering member and program participant inquires related to services offered across the association.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

  • Provide high-quality telephone customer service to members and program participants or persons inquiring about YMCA membership and programs.
  • Provide information and assistance to branch and youth development staff.
  • Responsible for updating notes in customer records as well as call outcomes for future reference and statistical reporting.
  • Respond to incoming chat and email inquiries from the website
  • Assist in revenue recovery efforts by employing multiple communication methods (robo call, phone call, email, etc.).
  • Process account maintenance as needed including adjustments, refunds, enrollments, cancellations, waitlists, and payment plans.
  • Responsible for meeting monthly campaign quotas and reaching out to assigned member and participant groups.
  • Be prepared to answer a high volume of inbound traffic resulting from outbound appeals for sales and renewals.
  • Prepare daily, weekly, and monthly reports as assigned.
  • Maintain accurate 3rd party records through data entry, auditing and reporting.
  • Back up Association office front desk as assigned.
  • Communicate closely with with branch and youth development staff to be knowledgeable of any happenings and/or promotions and advise of trends garnered from communications with members.
  • Perform other duties as assigned by supervisor.


LEADERSHIP COMPETENCIES:

  • Functional Expertise
  • Communication & Influence

QUALIFICATIONS:

  • Must have a High School Diploma or GED.
  • Two years of prior customer service experience.
  • Bilingual in English and Spanish is preferred.
  • Must possess a positive demeanor to handle multi-tasking and problem solving.
  • Must have outstanding customer service skills.
  • Excellent written and verbal communication skills are required.
  • Employee must be proficient in Microsoft Office Suite software including Word and Excel. Must have experience with or obtain proficiency within 30 days of hire on ActiveNet software. Must be able to word process at 30wpm.
  • Certifications required within the first week of hire: Redwoods Bloodborne Pathogens, Hazardous Communications, and Defensive Driving.
  • Certifications required within the first 60 days of hire: YMCA approved basic life saving skills such as CPR, First Aid, AED, and Emergency Oxygen.
  • A Texas Drivers license is required as well as capacity to drive to various locations within the greater San Antonio metropolitan area.

WORKING CONDITIONS:

  • Work is performed in a fast-paced office environment.
  • Visual acuity is required for reading computer screens and/or documents and making changes as necessary/required.
  • This position requires analytical abilities and multitasking in order to identify problems and recommend solutions.
  • Job requires accuracy and attention to detail, organizational, and time management skills, while maintaining high levels of initiative in order to work within deadlines.
  • Incumbent must be able to use keyboards, telephone keypads, and writing utensils.
  • Uses best practices and demonstrates up-to-date knowledge and skills in technology.

Behaviors

Preferred
  • Dedicated: Devoted to a task or purpose with loyalty or integrity
  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
  • Team Player: Works well as a member of a group

Motivations

Preferred
  • Self-Starter: Inspired to perform without outside help
  • Goal Completion: Inspired to perform well by the completion of tasks

Keywords: YMCA, San Antonio , Member Experience Representative, Other , San Antonio, Texas

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