Customer Service Representative

Customer Service Representative | Remote (Must reside in MN or WI) | $17.57 to $23.42 per hour | Full-Time

At a Glance:
Join the YMCA Customer Service team and help deliver an exceptional experience for members and participants. You’ll assist customers by phone, email, and chat, answer questions, troubleshoot issues, and connect them with YMCA programs and services. Must reside in Minnesota or Wisconsin.

Schedule:

• Full-Time
• This position is fully remote after up to 2 weeks of in-person training
• Schedule varies based on Customer Service Center needs
• Must be able to work independently in a remote environment

Pay:
The salary range for this position is $17.57 to $23.42 hourly. We take into consideration an individual’s background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

This role is fully remote after in-person training is concluded (up to 2 weeks).

1. Job Summary:
The Customer Service Representative is responsible for providing premier customer service to our members, participants, and branch/camp team members which may include but is not limited to determining customer requirements, answering inquiries, resolving problems, fulfilling requests, making recommendations, maintaining and updating databases, tracking incoming calls, and assisting with online system troubleshooting.

2. Essential Functions:

• Provide premier customer service via phone, email, chat and customer portal to members, participants and internal branch/camp team members.
• Answer questions related to programs and services, make recommendations, and solve problems including technical issues as needed.
• Meet Key Performance Metrics including quality assurance.
• Recommend process improvements and new services.
• Maintain overall knowledge and mastery of CSC systems.
• May participate in internal system technical problem solving to include determining cause, recommending solution and following up to ensure resolution.
• May serve as a subject matter expert in processes and policies as it relates to Childcare and Camping programs and participates in team project workgroups, to ensure that knowledge is maintained.

3. Relationships:
This position reports to a Customer Service Center Manager who reports to the Senior Director of Customer Experience. The incumbent interacts regularly with members, participants, and the general public. The incumbent has no budgetary or supervisory responsibilities.

4. Qualifications:
Required:

• One (1) to two (2) years customer service experience preferably in a call center or office setting.
• Ability to communicate effectively with a diverse clientele and team members.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Ability to multitask and to respond quickly and accurately.
• Knowledge and skills in Microsoft Office, Word, Excel, and Outlook.
• Must be organized and have strong attention to detail.
• Ability to learn and navigate multiple databases and/or software programs quickly.
• Excellent oral, written and interpersonal communication skills.
• Ability to make decisions, set priorities, and work as a team.
• Ability to work effectively in a fast paced, deadline driven environment.

Preferred:

• Bilingual (Spanish, Russian, Somali and Hmong).
• Experience working with web site support.
• Call center experience.

5. Work Conditions:

• Must be able to work on a computer for extended periods.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

6. Additional Notes:
This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Senior Director of Customer Experience or their representatives in completing projects or performing duties deemed necessary for the branch or Association success.