Associate, Customer Transactions

YMCA-YESS is dedicated to creating a sustainable shared services that will enhance the operational efficiency of Y Associations.

Job Description

The Associate, Customer Experience supports the work of YESS, an enterprise shared service team. The Customer Experience Associate will work in the Customer Experience department and is responsible for YMCA program and childcare entry, membership billing, reports on the system and other duties as assigned. This person must be outgoing and prepared to deliver the highest quality customer service. This is a remote position; candidate will be required to work a schedule that meets the needs of customers across varying time zones.

We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere in the U.S. workplace.

YMCA of the USA is a work from anywhere in the U.S. workplace.

Qualifications

• Must be at least 21 years of age
• High School diploma, associated degree in business preferred.
• Minimum 1 year of customer service experience, experience in a call center like environment or a data entry position preferred.
• Ability to work well and effectively communicate with a diverse population in a wide variety of situations via telephone, e-mail and face to face
• Ability to set work priorities and handle multiple tasks while ensuring processing and policy deadlines are met
• Bilingual preferred, but not required.
• Experience with multiple software systems including but not limited to: Daxko Operations, ActiveNet, MindBody and Microsoft office including advanced experience in building reports in excel.
  
  

Essential Functions

• Responsible for all aspects of membership registration and billing, including but not limited to:
• Verifying information entered into Daxko Operations by branch staff, including checking for duplicates
• Processing and reconciling membership drafts
• Billing collections for all paid in full members
• Communication with members regarding age change, NSF, credit card expiration Processing upgrades, downgrades, terminations, changes to account information
• Corporate Relations billing and communication.
• Handle all membership calls in a timely manner with the highest level of customer service.
• Responsible for all third-party billing including
• Verify refunds for programs and memberships and approve processing, via automatic credit to accounts or check request.
• Manage all programs set up in Daxko Operations. Work with Program Directors on timelines and program information required.
• Manages all Childcare and Preschool billing, including processing paperwork for drafts and collections for monthly billing. Verify all required information is provided by parents and Childcare has access to paperwork.
• Responsible for all End of Days from branches for the Association. This includes balancing, working with branch staff if there are issues and bank deposits.
• Complete daily, weekly and monthly goals as indicated by supervisor in regard to number of outgoing phone calls and email tickets.
• Effectively track communication with members both in member management software for Center staff and in flow charts for department.
• Maintain accurate YMCA membership records in computer and communicate with centers staff as needed.
• Respond to member and YMCA staff requests within the expected timeframe of 1 business day.