General Function: Under the supervision of the Child Care Business Director and in harmony with the and mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Membership Support Child Care Specialist is a member of a team that is responsible for delivering world-class service to members, guests and parents through a variety of contact methods to include phone and digital communication. In addition to the administrative, HR, and business operations for Association Child Care. The Member Support Child Care Specialist will be responsible for providing support needed in licensed child care, human resources, and general administration. Qualifications: Minimum 21 years of age. Working knowledge of computers and experience with a variety of software applications.Ability to interact with people from all ethnic backgrounds, ages, and lifestyles.Communication - Must possess good written and verbal communication skills.Knowledge Retention – Must be able to learn and memorize and retain large amounts of information.Attention to Detail – Must be focused and attentive to details.Organization – must be organized and able to juggle multiple tasks and prioritize efficiently.Flexibility – must be able to meet the needs of diverse customer base.Friendly – must project a consistently positive demeanor.Calm under pressure – must have the ability to remain calm in stressful situations and conversations.Speed – must be able to problem-solve and work quickly under pressure.Creativity – must have the ability to be creative about solutions for a variety of problems and issues.Certification in CPR/First Aid/AED/O2 required within 60 days of hire.Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.Satisfactory completion of a criminal background check and Child Protective Services check. Essential Functions: Support the mission, vision and goals of the YMCA.Promote a professional values-based culture by leading with the values of caring, honesty, respect, and responsibility.Lead in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.Attend staff meetings and trainings as scheduled.Promote and participate in YMCA fundraising efforts.Carry out other related duties as deemed necessary by center operations to ensure an excellent member experience. ProgramAssist Child Care Program Line with all VDOE application & renewal processes.Assist Child Care Program Line with record keeping and reporting on behalf of staff and participants.Assist Child Care Program Line with all VDOE tracking and documentation for subsidy payments.Assist with Guardian application process.Record, track, and process all child care collections for assigned centers insuring payments and funds are collected in a timely manner. Assist in ratio in instances of staff vacancies and provide interim leadership alongside center staff. Inbound Contact:Serve customer inquiries through a variety of inbound communication methods.Research required information using available resources.Manage and resolve customer complaints.Enter and update customer information into databases.Process necessary transactions and applications.Identify and escalate priority issues. Route calls to appropriate resources.Follow up on customer calls where necessary, ensuring accuracy and exceptional service.Document all call information according to standards.Use creative techniques to solve members’ problems, ensuring world-class service.Outbound Contact:Contact businesses or private individuals through a variety of outbound communication methods.Deliver prepared sales scripts to persuade prospective members or participants to join or enroll.Identify and overcome objections for the prospective members or participants.Obtain customer information and take them through the sales process.Obtain possible customer leads.Maintain customer and potential customer database, to include recording complete notes on interactions.Follow up on initial contacts.Account Maintenance:Accurately process membership account change requests.Maintain membership accounts, based on promotion maintenance.Manage corporate membership processes, payments, and account changes.Maintain child care and program account changes, based on requests.Audit membership accounts and provide accurate corrections and feedback to aid in training opportunities.Billing and Finance:Create and send membership and program invoices.Monitor and manage of third-party payment services collection efforts and update accounts as necessary.Manage EFT and Credit Card returns to include account maintenance and member contact.Create third-party billing invoices and usage reports, as needed.Process individual and corporate incoming payments, as needed.Emergency Response:Provide outbound calls to members and participants, based on situational need.Receive and manage inbound calls, based on situational need.Inform, care, and serve members and participants about service-interruption, or other unexpected needs as they arise.Manage accounts according to unexpected changes and association or member needs. Risk ManagementAct as a leader in emergency situations. Report any accidents or incidents according to Emergency Communication Action Plan, in a timely manner.Ensure all members, guests, and program participants are in a safe environment and actively follow center Emergency Operations Plan (EOP). YMCA Competencies (Leader): Engaging Community, Communication & Influence, Inclusion, Collaboration, Functional Expertise. Skills and Ability Requirements:Ability to read, analyze and interpret documents. Ability to respond effectively to inquiries or complaints. Ability to apply mathematical concepts to practical situations. Ability to reason and define difficult problems with direction. Advanced knowledge of current YMCA membership software.Ability to meet the physical demands of this position, which include mobility for travel, working at various locations, and participating in events sponsored by the Association. Effect on End Results: Streamlined processes are in place to ensure compliance in Child Care administration operations. A high degree of member satisfaction is achieved as measured by Net Promoters. A positive image of the YMCA is portrayed to members, staff, volunteers and the community.A pleasant and comfortable working environment is maintained for all staff.Relationships are strengthened through intentional interactions.Superior quality standards are met.