Customer Service Representative

Overview

Date Posted:
7/22/2019
Job Code:
BCR
City:
Minneapolis
State:
MN
Country:
United States of America
Category:
Administration

Description

 

The Customer Service Representative is responsible for providing premier customer service to our members, participants, and branch/camp team members which may include but is not limited to determining customer requirements, answering inquiries, resolving problems, fulfilling requests, making recommendations, maintaining and updating  databases, tracking incoming calls, and assisting with online system troubleshooting.     

Essential Functions:

  • Provide premier customer service via phone 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.

Competencies:

  • Values
  • Inclusion
  • Relationships
  • Quality Results
  • Communication
  • Decision Making
  • Functional Expertise

Minimum Requirements

 

Qualifications:

Required:

  • Minimum of two (2) years customer service experience preferably in a call center.
  • 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.

Preferred:

  • Bilingual (Spanish, Russian, Somali and Hmong).
  • Experience working with web site support.
  • Call center experience.

Work Conditions:

  • Must be able to work on a computer for extended periods.
  • This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Must be available during Customer Service Center Hours:

Monday-Friday 7:00am-5:30pm; Saturday 8:00am-1:00pm; Sunday 10:00am-2:00pm

 


In joining the YMCA family, you will be joining an organization with a long history of caring about people. Our goal is to consistently attract, develop, motivate, and retain the most talented and competent team members. We look to all our team members to practice, instill and model – in spirit, mind, and body – the YMCA core values of caring, honesty, respect, and responsibility.