Customer Service Specialist

ymcapkccareers; Washington; On-site; USD 24,000 - 26,000; Part time

Benefits offered by this job

Personal YMCA membership

YMCA360 virtual streaming membership

Paid Sick Leave

EAP and wellness programs

Professional training and certs

20% discount on YMCA programs and more

Job summary

YMCA of Pierce and Kitsap Counties in Tacoma, WA seeks a Customer Service Specialist for our Call Center team. You will engage customers by email and phone to respond, resolve, and follow up on requests, questions, and complaints, delivering outstanding service in a safe, welcoming environment.

This part-time position offers up to 25 hours per week, with compensation ranging from $17.13 to $19.00 per hour based on experience, skills, and qualifications.

Qualifications

• Minimum of two years of customer service, call center, PR, or admin experience.
• Excellent written and oral communication skills.
• Ability to speak with members and staff over the phone for a minimum 4-hour shift.
• Demonstrated respectful, clear telephone conversations.
• Positive attitude and experience with diverse populations.
• Ability to lead a project and collaborate with others.
• Proficient with MS Office, Teams, and Zoom.
• Must pass background and reference checks per WA Fair Chance Act.

Responsibilities

• Foster a positive brand image with staff, members, and guests.
• Provide service via phone, email, or other channels to support member retention.
• Present accurate membership and program information to members.
• Explain benefits and costs of YMCA memberships and programs.
• Deliver excellent service and follow up with communications and tasks.
• Process new memberships, update current memberships, and register for programs.
• Demonstrate competency with Salesforce CRM system.
• Demonstrate proficiency with Talkdesk for membership enrollment and program registration.
• Promote an inclusive, equitable work environment.
• Other duties as assigned.

Skills

Two years experience in customer care

Excellent written and oral skills

Phone communication for 4-hour shift

Clear and respectful telephone convo

Positive attitude with diverse groups

Project leadership & collaboration

MS Office, Teams, Zoom proficiency

Background and reference checks pass

Tools

Salesforce

Talkdesk

MS Office

Teams

Zoom

Job description

Position: Customer Service Specialist

Wage: $17.13 to $19.00 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

Location: YMCA Association Office, Tacoma, WA

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.

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.
• Ability hold respectful and clear conversation over a telephone.
• 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.
• 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 member communication and tasks.
• Follow membership policies and guidelines. Process new memberships, update current memberships, and register individuals for programs and services, as requested.
• Demonstrate foundational competency of the Customer Relationship Management system (Salesforce).
• 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.

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)
• Willamette Dental Plan
• VSP Vision Plan

At the Y, we’re all about empowering people, inspiring action, and strengthening the communities we call home. Join our team and support our vision of creating opportunity to all can thrive in every season of life.

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