Under the supervision of the Senior Director of Membership & Corporate Sales, the Member Relations Representative’s primary responsibility is to provide first rate customer service to members and guests on the YMCA website and during the online registration process. The Member Relations Representative will be empathetic with people of all ages and technical competency in their search for Y related information or online purchases. Every effort will be made to uphold the Y’s long standing character values of honesty, caring, respect and responsibility. The Member Relations Representative will also communicate in a voice consistent with the following Y-USA brand attributes: welcoming, genuine, hopeful, and nurturing.
Areas of Responsibility:
- Perform customer service via online and real-time chat
- Read, resolve, and respond to customer inbound emails. Reply to emails describing the issue resolution to the customer.
- Make outbound calls, and emails to complete issue resolution if needed.
- Answer in-bound calls and provide resolution (route calls to appropriate place, provides answers, escalate priority issues). Follow-up customer calls when necessary.
- Track all customer chats, calls, tickets and issue resolution in contact center software.
- Resolve customer concerns regarding a variety of issues and answer questions or perform the requested actions on customer accounts. Issues may involve membership, access privileges, online accounts, program registration, billing inquiries, complaints and others.
- Restore customer satisfaction and offer additional opportunities and services to the customer, when appropriate.
- Perform account research and request account/billing changes.
- Must be able to remain seated for 2 - 3 hours at a time and over a 6 - 8 hours per day.
- Must be available to work an alternate schedule, evenings, weekends, and holidays if assigned.
- Ability to communicate the overall value of belonging to the Y as well as the benefits of the branch and the Y as a whole.
- Be technically proficient at selling both memberships and programs.
- Knowledge of the YMCA of Greater Boston and the programs and services provided.
- Stay educated and up-to-date on current issues regarding all Y programs and events on both branch and association levels.
- Maintain privacy requirements by not sharing personal information about members and participants including but not limited to phone numbers, addresses, program participation, financial information and personal/financial situations.
- Bilingual in Spanish a plus.
- Become a service and customer expert by acquiring a strong understanding of our services and be able to able to convey effectively to our community members.
- Ability to empathize with our members and have a strong teaching mentality.
- Arrive to work on time and adhere to dress expectations.
- Partner with the Membership and Program teams on strategic projects as needed.
- Participate in regular trainings, learning and growth opportunities.
- Support association-led outreach tactics, including but not limited to, phone call support, mailing campaigns and scheduling mass email/text/automated-call communication.
- Other duties as assigned
Educational Background:
High school degree or GED required.
Skills/Experience:
- Excellent knowledge of computers, MS Office (Word and Excel) and Internet Explorer. Ability to learn new software and search techniques quickly. Excellent keyboard skills (typing and 10-key). Ability to process 60 wpm or more preferred. Knowledge and use of online chat software is important.
- Outstanding telephone skills including friendliness, tone of voice, courtesy and correct grammar
- Excellent written (spelling, punctuation and grammar) and verbal communication skills and communicating the value of belonging to the Y.
- Strong interpersonal skills and the ability to work effectively as part of a team.
- Ability to handle multiple tasks, work independently, problem solve and possess effective time management skills.
- Ability to learn quickly and adapt to changing environments.
- A minimum of 2 years experience in work relating to customer service, paid or volunteer required.
Job Function:
Organization Info
Listing Stats
Post Date:
Mar 26 2018
Active Until:
Apr 26 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit