YESS Customer Experience Specialist

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🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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YMCA of the USA

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1844

🤝 Non-profit

🌍 Social Impact

Non-profit • Social Impact • Youth Development

YMCA of the USA is a nonprofit organization dedicated to strengthening individuals and communities through programs focused on youth development, healthy living, and social responsibility. The YMCA offers various opportunities for people to engage in physical activities, learn life skills, and support their communities, aiming to foster a greater sense of purpose and belonging among its members.

📋 Description

• Responsible for effectively responding to members, association staff, and general inquiries received in the ticketing system regarding YMCA association information, membership, childcare, and programs. • Process ticket transaction requests per department guidelines on accounts in YMCA association specific operating systems (Daxko, Core, ActiveNet, Saleforce/Traction Rec and Amilia, etc.), including but not limited to, activation, cancellation, enrollment, unenrollment, registration, upgrades, downgrades, merges, changes, discount application, discount removal, financial assistance review and approval, generating fees, processing payments, scheduling payments and processing refunds. • Assists with YMCA program entry and maintenance within association-specific operating systems. • Respond to ticket submission and other email requests, within the expected timeframe of 2 business days or less, to meet or exceed the YESS Customer Experience Team SLA (Service Level Agreement) with YMCA associations. • Complete daily, weekly or monthly audits of YMCA association data of new membership, childcare and program registrations, following audit guidelines, to ensure YMCA association accounts are accurate. • Escalate issues as needed to supervisor. • Responsible for learning and following published policies and procedures for the YMCA associations served and YESS Customer Experience Team, to optimally support guests, members, program participants and association staff.

🎯 Requirements

• Bachelor’s degree or equivalent in a relevant field such as Business, or related disciplines required • 0-2 years of experience required • Foundational skill level • Entry-level industry knowledge and experience • Routine tasks, limited decision-making authority, follows guidelines • Primarily internal communications • Limited influence - explains facts, policies and practices related to job area • Requires supervision, leads self

🏖️ Benefits

• medical • dental • vision • defined benefit plan (retirement savings) • defined contribution plan (403(b) plan) • life and disability insurances • technology stipend • generous paid time off