Responsible for effectively responding to members, association staff, and general inquiries received in the ticketing system regarding YMCA association information, membership, childcare, and programs.
Process ticket transaction requests per department guidelines on accounts in YMCA association specific operating systems (Daxko, Core, ActiveNet, Saleforce/Traction Rec and Amilia, etc.), including but not limited to, activation, cancellation, enrollment, unenrollment, registration, upgrades, downgrades, merges, changes, discount application, discount removal, financial assistance review and approval, generating fees, processing payments, scheduling payments and processing refunds.
Assists with YMCA program entry and maintenance within association-specific operating systems.
Respond to ticket submission and other email requests, within the expected timeframe of 2 business days or less, to meet or exceed the YESS Customer Experience Team SLA (Service Level Agreement) with YMCA associations.
Complete daily, weekly or monthly audits of YMCA association data of new membership, childcare and program registrations, following audit guidelines, to ensure YMCA association accounts are accurate.
Escalate issues as needed to supervisor.
Responsible for learning and following published policies and procedures for the YMCA associations served and YESS Customer Experience Team, to optimally support guests, members, program participants and association staff.

Bachelor’s degree or equivalent in a relevant field such as Business, or related disciplines required
0-2 years of experience required
Foundational skill level
Entry-level industry knowledge and experience
Routine tasks, limited decision-making authority, follows guidelines
Primarily internal communications
Limited influence
explains facts, policies and practices related to job area
Requires supervision, leads self

YESS Customer Experience Specialist

About this role