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Specialist, YESS Customer Experience - National Office (Remote)
About the position
The Specialist, Customer Experience serves as a key point of contact for YMCA associations, members, and staff by providing timely, accurate, and high-quality customer support through a centralized ticketing system. This role is responsible for processing a wide range of membership, childcare, and program-related transactions across multiple YMCA operating systems, ensuring data accuracy, proper documentation, and adherence to association and YESS Customer Experience policies and service level agreements. The Specialist delivers exceptional customer service aligned with the YMCA’s core values of caring, honesty, respect, and responsibility while working independently in a remote environment and collaboratively as part of the YESS Customer Experience Team. This position requires strong attention to detail, effective communication, time management, and the ability to navigate multiple systems and workflows in a fast-paced setting. The role also includes auditing account data, performing system maintenance tasks including YMCA program data entry, escalating issues appropriately, participating in ongoing training, and supporting continuous process improvement to enhance the overall YMCA member and staff experience. YMCA of the USA (Y-USA) embraces a remote-first working environment which means most employees work remotely from a home office within the continental United States.
Responsibilities
- 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.
Requirements
- 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
Benefits
- 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 continental U.S. workplace.
