What are the responsibilities and job description for the Business Service Representative position at YMCA of Greater Grand Rapids?
Description
This position works on behalf of the YMCA of Greater Grand Rapids, and is based out of the Mary Free Bed YMCA.
POSITION SUMMARY:
The Business Services Representative is responsible for answering calls from members to process membership applications, program registrations, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, and solicit memberships or donations. This position requires working closely with management, IT, members, and the public. Hours will vary and may include mornings, evenings and weekends.
ESSENTIAL FUNCTIONS:
- Professionally answer all incoming phone calls
- Handle program registrations, transfers, inquiries, and refunds
- Process memberships and renewals
- Complete call logs
- Schedule appointments and reservations through scheduling system
- Respond to the Information Help Desk inquires
- Handle and resolve member concerns
- Provide callers with product and service information
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up on inquires as necessary
- Process membership holds, cancellations, and changes
- Input and edit member profile data
Performs any other functions necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids
COMPENSATION
$14.35 - $17.93 ; Full-Time, Non-Exempt (40 hours/week)
BENEFITS
- Free YMCA Family Membership – Enjoy full access to facilities & program discounts for you and your family!
- 20% Childcare Discount – Discount is off the regular rate for each child enrolled in a YMCA childcare program, excluding the infant room.
- Comprehensive Medical Coverage – Up to 93% employer paid plan options through Blue Care Network.
- Dental and Vision Insurance – low-cost coverage options.
- Health Savings Account (HSA) – Receive up to $1,040 in employer contributions each year to help cover qualified medical expenses.
- Generous Paid Time Off – Beginning with 3 weeks of PTO per year, plus 9 paid holidays.
- Paid Parental Leave - Dedicated time off to support you during the arrival or adoption of a child.
- Retirement Savings – 12% employer retirement contribution, no match requirement (upon eligibility) and a 403(b) savings plan.
- Paid Disability Leave – short & long term disability coverage.
- Life Insurance – employer paid life insurance, plus voluntary coverage for the entire family.
- Optional Insurance – Customize your coverage with options like accident, hospital, pet, and legal insurance, plus more to fit your lifestyle and needs.
- Pay on Demand – Access your earned wages before payday.
- Professional Growth – Access to ongoing training, development programs, and career advancement opportunities.
- Loan Forgiveness - Eligible employees can also take advantage of Public Service Loan Forgiveness (PSLF).
- Employee Assistance Program (EAP) – Free, confidential resources and counseling for you and your family.
Requirements
QUALIFICATIONS:
High school diploma and Associates degree preferred. At least 6 month’s customer service, sales, or data entry experience; six months or more experience in a contact center environment, or equivalent combination of education, training, and experience. Customer service skills and friendly, positive demeanor, required. Working knowledge of computers, ability to learn proprietary software. Spanish speakers encouraged. Ability to interact with people from all ethnic backgrounds, ages, and lifestyles, strong human relation skills, strong oral and communication written skills, a strong sense of time management and the ability to exercise discretion. YMCA or not for profit experience preferred.
CERTIFICATES, LICENSES, REGISTRATION
- Blood Borne Pathogen training
- Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
- First Aid Certification required within the first 60 days
- State of Michigan criminal background clearance (ICHAT)
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
- Ability to effectively present information one-on-one to members, volunteers, and staff.
- Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
- Ability to compute rate and ratio.
- Ability to deal with problems involving a few concrete variables in standardized situations.
- While performing the duties of this job, the employee is regularly required to talk or hear.
- Ability to frequently required to stand, sit, and use hands to finger, handle, feel, and reach with hands and arms.
- Ability to occasionally require to walk.
- Ability to occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
TRAVEL
0-5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.
Salary : $14 - $17