YESS Customer Experience Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Accountable for efficiently addressing inquiries from members, association staff, and general questions received through the ticketing system regarding YMCA association details, memberships, childcare, and programs.

• Execute ticket transaction requests in accordance with departmental guidelines on accounts within YMCA association-specific operating systems (Daxko, Core, ActiveNet, Salesforce/Traction Rec, Amilia, etc.), which includes but is not limited to activation, cancellation, enrollment, unenrollment, registration, upgrades, downgrades, merges, changes, discount applications, discount removals, financial assistance evaluations and approvals, generating fees, processing payments, scheduling payments, and handling refunds.

• Provide assistance with YMCA program entry and maintenance within association-specific operating systems.

• Respond to ticket submissions and other email requests within the expected timeframe of two business days or less to meet or exceed the YESS Customer Experience Team Service Level Agreement (SLA) with YMCA associations.

• Conduct daily, weekly, or monthly audits of YMCA association data for new memberships, childcare, and program registrations, adhering to audit guidelines to ensure accuracy of YMCA association accounts.

• Escalate issues to the supervisor as necessary.

• Responsible for acquiring knowledge of and adhering to the published policies and procedures for the YMCA associations served and the YESS Customer Experience Team, to optimally assist guests, members, program participants, and association staff.

⛳️ Requirements

• A Bachelor’s degree or equivalent in a relevant field such as Business, or related disciplines is required.

• 0-2 years of experience is required.

• Foundational skill level is expected.

• Entry-level industry knowledge and experience are necessary.

• Involves routine tasks with limited decision-making authority, adhering to guidelines.

• Primarily entails internal communications.

• Limited influence, primarily explaining facts, policies, and practices pertinent to the job area.

• Requires supervision and must take initiative in self-management.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Defined benefit plan (retirement savings).

• Defined contribution plan (403(b) plan).

• Life and disability insurance.

• Technology stipend.

• Generous paid time off.