Customer Service Representative-Audit-YMCA of the Triangle

POSITION SUMMARY:

Under the supervision of the Product and Audit Team Director and in cooperation with other YMCA staff, the CSR Product and Audit Team member is a part of the Customer Service Center. They will be responsible for assisting with database information auditing through Personify data analyzer reports, customer registration information, and business practices processes and understanding.  This position's primary responsibility of auditing data is to assure that computer data/information is accurate and complete. Enhancing quality data across the organization and providing improved stable information within the CRM database.  Identify trends within data errors to assist in updated processes.

They will be responsible for performing those functions in accordance with the stated mission, values, principles, and practices established by the administrative staff, governing committees and Board of Directors of the YMCA of the Triangle Area.

ESSENTIAL FUNCTIONS:

The responsibilities include but are not limited to the following:

• Serves YMCA staff and branches through planning and implementing successful product upload process, weekly and monthly audit systems and procedures all with integrity and consistency to ensure overall customer satisfaction.
• Ensure an understanding of YMCA e-commerce platform including all different workflows, error messages and troubleshooting in order to solve issues
• Understand all YMCA program and membership offerings, business policies and procedures, financial functionality, and online business necessary to resolve data issues within existing transactions.
• Properly use Personify software in all areas including running reports using Data Analyzer.
• Resolve data in the areas of order management, customer financial transactions and online ebusiness by effectively communicating with branches where errors originate.
• Research to resolve requests from any staff pertaining to Personify errors around product set up and online workflow with assistance from supervisor, as needed.
• Collaborates with Marketing & Communication and the Finance Team to gain/exchange information for product set up including but not limited to these areas; CMS product links, pricing, and general ledger account codes.
• Handles financial adjustments received from any staff member needing assistance with a financial error.
• Assist in the creation an instructional manual, which includes current processes for product set up and validation, daily, weekly and monthly auditing, product issue resolution and financial adjustment processes.
• Participate in events where Customer Service is providing support to a branch or program lines of business.
• Attend meetings and training to increase/maintain knowledge base.
• Other responsibilities as deemed necessary by supervisor.

QUALIFICATIONS:

• Must have a minimum of 1 year experience working with the YMCA Welcome Center, Customer Service Center or administrative office.
• Professional in demeanor, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers.
• Strong computer skills and the ability to understand a database environment.
• Exceptional communication and customer service skills.
• Ability to be an effective problem-solver and have good analytical skills.
• To have a working knowledge of YMCA business practices and program specific rules along with financial principles.
• Identify trends within data errors to assist in updated processes.
• Strong organizational skills and the ability/flexibility to perform in a fast paced working environment.
• Maintain excellent relationships with all staff and be an effective liaison with professional directors and other staff striving to serve everyone.
• Ability to initiate and work independently as well as cooperatively with others.
• Possess a positive attitude, a high level of initiative and professionalism, be an effective liaison with directors and other staff striving to serve everyone.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Multi-lingual desired but not required

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The 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.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. 
• The employee frequently is required to sit and reach and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.
• This position has the opportunity to be remote.
• The YMCA of the Triangle requires employees to comply with all COVID related PPE, cleaning, reporting and prevention expectations efforts. Further training and detail will be provided upon question and/or hire.