Lead Customer Account Specialist at YMCA of Pierce and Kitsap Counties

Tacoma, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

24.46

Posted On

27 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Issue Resolution, Relationship Building, Member Retention, Policy Adherence, Complaint Handling, Project Leadership, CRM Policy Creation, Staff Monitoring, Staff Training, Salesforce, Membership Enrollment, Program Registration, Reporting, MS Office Suite, Collaboration

Industry

Non-profit Organizations

Description

The YMCA of Pierce and Kitsap Counties is seeking a Lead Customer Account Specialist to join our team. This position supports the work of the Y, a leading non-profit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. As the Lead Customer Account Specialist, you will be a key player on the Customer Resource Management Team in the Engagement Center. If hired, you will be responsible for handling customer inquiries, resolving issues efficiently, and fostering strong relationships to promote loyalty and satisfaction. With a focus on efficiency and people-first service, you will create a welcoming, supportive experience for staff, members, and YMCA guests, while bringing the YMCA’s core values to life in every interaction. Key Responsibilities: * Provide excellent service to staff, members, guests, and spectators over the phone, through email, or other forms of communication contributing to member retention. * Present accurate membership and program information to potential and existing members. * Ability to effectively explain the benefits and expenses related to YMCA memberships and programs. * Encourage member involvement in programs and services based on the members expressed interest. * Work assigned shifts that may adjust (with advanced notice) based on hours of operation, case volumes, and position requirements. This ensures the customer account specialists are available based upon member data and trends. * Follow membership policies and guidelines. * Respond to staff and member needs. Contact appropriate personnel when necessary and notify Director of unusual situations. Handle complaints in a courteous manner and elevate when appropriate. * Lead assigned projects ensuring deadlines are met. * Contribute to the creation and updating of CRM policies, ensuring compliance and consistency across the team. * Monitor and Train new and existing staff. Report concerns or trends to direct supervisor for follow-up. * Meets Key Performance Indicators (KPIs) as defined by Director. * Demonstrate full competency in Salesforce to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing, program registration, account mergers, duplicate removal, reporting, refund investigation and approval and account balance removals. * Embrace and actively promote an inclusive and equitable work environment. * Other duties as assigned. Qualifications: * Minimum of two years of experience in Customer Service, database management systems, public relations, or organization administration. * Excellent written and oral skills. * Positive attitude and previous experience with diverse populations. * Demonstration of the ability to lead a project and collaborate with others. * Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom. * Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act). * Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment. * Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required. Wage: $23.21 to $24.46 per hour (Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range) Hours: Full-Time, 40 hours per week, Hybrid Location: YMCA Association Office, Tacoma, WA Shift: Midshift, 10:30am -7pm, Preferred Evening Coveage, One Weekend Day Required Benefits: * Medical, Dental, and Vision benefit plan options * YMCA paid Life and Long-term Disability Insurance * Opportunity to participate in the YMCA 403(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings * Accrual of 15 days of paid vacation (vacation accruals increase with years of service) * 8 paid Holidays/Floating Holidays per year * Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year * Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program and LifeMart employee discount center * Professional training, education and certification opportunities * 20% discount on YMCA programs, Child Care services, and merchandise * Public Service Loan Forgiveness eligibility for Full-Time employees Ignite your Passion, Live the Y Cause, and Join our Team! To apply visit our website at www.ymcapkc.org [http://www.ymcapkc.org]. The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer - Women/Minority/Veteran/Disabled Qualifications Lead Customer Account Specialist Job Description Position Summary The Lead Customer Account Specialist is a Customer Resource Management Team member in the Engagement Center. They are responsible for auditing and maintaining accounts through the customer relationship management software. The role focuses on handling customer inquiries, resolving issues efficiently, and fostering strong relationships to promote loyalty and satisfaction. Delivers excellent customer service to all staff, members, guests, and program participants in a safe, enjoyable, and positive environment focused on YMCA core values: honesty, respect, responsibility, and caring. Key Responsibilities Customer Service and Engagement: · Foster a positive brand image with staff, members, and guests while seeking the best outcome and interests of the YMCA. · Provide excellent service to staff, members, guests, and spectators over the phone, through email, or other forms of communication contributing to member retention. · Present accurate membership and program information to potential and existing members. · Ability to effectively explain the benefits and expenses related to YMCA memberships and programs. · Provide excellent customer service and follow through with customer and member communication and tasks. · Encourage member involvement in programs and services based on the members expressed interest. · Be courteous, professional and genuine towards members by learning their names and expressing an interest in their YMCA activities. Administration: · Work assigned shifts that may adjust (with advanced notice) based on hours of operation, case volumes, and position requirements. This ensures the customer account specialists are available based upon member data and trends. · Follow membership policies and guidelines. · Respond to staff and member needs. Contact appropriate personnel when necessary and notify Director of unusual situations. Handle complaints in a courteous manner and elevate when appropriate. · Lead assigned projects ensuring deadlines are met. · Contribute to the creation and updating of CRM policies, ensuring compliance and consistency across the team. · Monitor and Train new and existing staff. Report concerns or trends to direct supervisor for follow-up. · Meets Key Performance Indicators (KPIs) as defined by Director. · Demonstrate full competency in Salesforce to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing, program registration, account mergers, duplicate removal, reporting, refund investigation and approval and account balance removals. · Promptly complete assigned daily, weekly, monthly and special projects as directed. · Develop and maintain relationships with other stakeholders as assigned. General: · Meet performance goals by telling the Y story and raising charitable dollars to fulfill our mission. · Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal requests and supporting center events. · Maintain a clean and organized desk and office space; · Responsible for sanitizing high-touch areas as assigned. · Embrace and actively promote an inclusive and equitable work environment. · Other duties as assigned. Qualifications, Skills and Abilities · Minimum of two years of experience in customer service, database management systems, public relations, or organization administration. · Excellent written and oral skills. · Positive attitude and previous experience with diverse populations. · Demonstration of the ability to lead a project and collaborate with others. · Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom. · Commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment. · Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required. Working Conditions/Physical Demands · Constantly required to talk and hear. · Prolonged sitting, repetitive hand and finger movements (typing and clicking), and the ability to operate a keyboard with accuracy. · Must be able to lift or move up to 10 pounds and occasionally lift or move a higher amount. · Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee Acknowledgement This job description indicates the general nature and levels of work, knowledge, skills, abilities and other essential functions expected of this position. This document is not an exhaustive list and other duties, responsibilities and activities may change or assigned at any time with or without advanced notice. This job description does not constitute a contract of employment and the YMCA of Pierce and Kitsap Counties may exercise employment-at-will rights at any time. By signing below, you are acknowledging that you have read the document in its entirety and that you understand the requirements, essential functions, and job duties of this position. Further, you acknowledge that you are able to perform the duties of the position with or without reasonable accommodation(s), and that should you need assistance, that you are responsible for notifying your Director, Executive Director, and/or Human Resources.

Responsibilities

The Lead Customer Account Specialist will provide excellent service to staff, members, and guests across various communication channels, focusing on member retention and encouraging program involvement. Key administrative duties include leading projects, contributing to CRM policy updates, monitoring and training staff, and demonstrating full competency in Salesforce for account management tasks.