GENERAL FUNCTION: Under the direction of the CRM System Administrator the Support Service Center Representative Level I will support the corporate office by assisting with the daily operations of the branches by providing excellent customer service and by having a clear knowledge of YMCA systems, processes, programs, and services.
MINIMUM ENTRY REQUIREMENTS
Education/Experience Requirements:
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Minimum age of 21
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Relevant experience in customer service; especially related to membership services
Physical/Mental Requirements:
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Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit for extended periods of time, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, and have visual acuity to perform detailed tasks on a computer.
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Must have ability to count and do basic accounting related math
- Must communicate effectively; both orally and in writing
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Must possess problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing environment
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Must be able to show initiative in the absence of supervision
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Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
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Maintain a neat and professional appearance at all times
Job Requirements:
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Commitment to the YMCA mission, vision and values
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Must attend New Employee Orientation within 30 days of hire
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Complete Membership Training in accordance with Conditions of Employment
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Understand and abide-by all policies and procedures as set forth by the association
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Work a schedule that reflects the needs of the association.
JOB RESPONSIBILITIES
1. Providing excellent service by having knowledge of YMCA programs, services and systems.
2. Responding to all member and community inquiries and concerns within 24 hours – contact us, calls and emails.
3. Ensures that all membership paperwork from branches are processed efficiently and accurately.
4. Assists in auditing current branch processes in system and updating How To documents as needed.
5. Processes system clean up reports received from CRM System Administrator
6. Constantly improving the current service we provide by:
a. attending mandatory staff meetings & trainings and assisting with staff trainings as needed
b. providing feedback and suggestions to improve services and/or systems
c. maintaining positive comments regarding the Wichita YMCA on social network sites
d. Having a comprehensive knowledge of programs and facilities
e. Being prepared at all times to be courteous and helpful to members and staff
7. Maintaining prompt hours and following established procedures for absences.
8. Supporting Strong Community Campaign fundraising efforts.
9. All other duties as assigned including cross training in other Metro functions.
EFFECT ON END RESULT: Ensuring positive member experience by taking ownership of memberships and ensuring achievement of association goals and objectives as it relates to membership engagement, satisfaction, and retention of members.
