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:

• This position is a remote work position after in-person training is completed.
• 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.

Diversity, Equity and Inclusion Pledge 

The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association’s mission, vision and values of caring, equity, honesty, respect and responsibility. 

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.