Customer Account Specialist

YMCA of Pierce and Kitsap Counties; Tacoma (WA); On-site; USD 25,000 - 28,000; Part time

Benefits offered by this job

Personal YMCA membership and YMCA360

Paid Sick Leave

Employee Assistance Plan (EAP)

Wellness program

Education opportunities

Discount on programs/services

Job summary

YMCA of Pierce and Kitsap Counties is hiring a Customer Account Specialist in Tacoma, WA. This part-time role (up to 25 hours/week) requires Sunday availability and focuses on auditing and maintaining accounts in our CRM while delivering excellent service to staff, members, and guests.

Responsibilities include handling memberships, program information, and account updates using Salesforce, MS Office (Teams, Zoom), and other tools; building relationships and ensuring client satisfaction in a

Qualifications

• 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 experience with diverse populations.
• Ability to lead a project and collaborate with others.
• Proficiency with MS Office (including Teams) and Zoom.

Responsibilities

• Foster a positive brand image with staff, members, and guests.
• Provide excellent service via phone and email to staff, members, and spectators.
• Present accurate membership and program information to potential and existing members.
• Explain benefits and expenses related to YMCA memberships and programs.
• Handle customer inquiries and follow through with communications.
• Encourage member involvement in programs.
• Be courteous and professional to members by learning their names.
• Respond to staff and member needs and escalate issues when necessary.
• Demonstrate competency in Salesforce for enrollment, updates, cancellations, registrations, and reporting.
• Develop relationships with stakeholders as assigned.

Skills

Customer service

Account management

Communication

Teamwork

MS Office (Teams, Zoom)

Salesforce

Diversity & inclusion

Background checks

Tools

Salesforce

MS Office Suite

Teams

Zoom

Job description

Wage: $18.05 to $20.48 per hour (Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range)

Hours: Part-Time, Up to 25 hours per week, Sunday Availability

As a Customer Account Specialist, you will be responsible for auditing and maintaining accounts through the customer relationship management software utilized within YMCA Centers. In this role, you will be expected to deliver excellent customer service to all staff, members, guests, and program participants in a safe, enjoyable, and positive environment. If hired, this role will focus on handling customer accounts, resolving issues efficiently, and fostering strong relationships to promote loyalty and satisfaction.

Qualifications:

• 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.
• Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
• Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required.

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 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.
• 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.
• 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.
• Develop and maintain relationships with other stakeholders as assigned.

All YMCA Employees receive the below benefits:

• A Personal YMCA membership and YMCA360 virtual streaming membership
• Flexible scheduling around school and extracurricular activities Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year
• Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program, and LifeMart employee discount center
• Professional training, education, and certification opportunities
• 20% discount on YMCA programs, childcare services and merchandise

Part-Time employees who work more than 20 hrs./week are eligible for the below voluntary benefit options:

• HealthiestYou: by Teladoc (24/7 virtual general medical care access for non-emergency conditions)
• VSP Vision Plan

Please note that employment with the YMCA of Pierce and Kitsap Counties is contingent upon successfully completing post-offer requirements, which may include age verification, reference checks, and state and national background checks. All inquiries and checks are conducted only after a conditional offer of employment is made.

The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer - Women/Minority/Veteran/Disabled

Location(s)

4717 S 19th St Suite 201, Tacoma , Washington 98405 , United States

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This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.