Customer Service Representative

The YMCA of the North is seeking a Customer Service Representative to support members, participants, and branch or camp team members. The role provides customer service through phone, email, chat, and customer portals; answers questions, resolves issues, fulfills requests, maintains databases, and supports online systems in a fully remote setting after in-person training.

Responsibilities:

• Provide premier customer service via phone, email, chat and customer portal to members, participants and internal branch/camp team members
• Answer questions related to programs and services, make recommendations, and solve problems including technical issues as needed
• Meet Key Performance Metrics including quality assurance
• Recommend process improvements and new services
• Maintain overall knowledge and mastery of CSC systems
• May participate in internal system technical problem solving to include determining cause, recommending solution and following up to ensure resolution
• May serve as a subject matter expert in processes and policies as it relates to Childcare and Camping programs and participates in team project workgroups, to ensure that knowledge is maintained

Requirements:

• One (1) to two (2) years customer service experience preferably in a call center or office setting
• Ability to communicate effectively with a diverse clientele and team members
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Ability to multitask and to respond quickly and accurately
• Knowledge and skills in Microsoft Office, Word, Excel, and Outlook
• Must be organized and have strong attention to detail
• Ability to learn and navigate multiple databases and/or software programs quickly
• Excellent oral, written and interpersonal communication skills
• Ability to make decisions, set priorities, and work as a team
• Ability to work effectively in a fast paced, deadline driven environment
• Bilingual (Spanish, Russian, Somali and Hmong)
• Experience working with web site support
• Call center experience