Welcome Center Customer Service Specialist

The Welcome Center Customer Service Specialist plays a vital role at YMCA of the Pines. This full-time position provides administrative support and reports directly to the Executive Assistant to the CEO. The preferred candidate should have excellent customer service skills, good communication, proficient knowledge of computers and have the ability to learn various software programs. The position is responsible for greeting and responding to customer requests, supporting all administrative functions at the Welcome Center, and organization wide, which include but is not limited to: answering phone, promptly responding to email inquiries and/or customer’s requests for information with a focus on improving our customers’ experiences via their interactions with us on the phone and in person, ensuring that customers are greeted promptly and professionally. Success in this role requires strong interpersonal, organizational, and technical skills, and the ability to adapt in a fast-paced, team-oriented environment while demonstrating the YMCA’s core values of caring, honesty, respect, responsibility, courage, and inclusion. The candidate must be able to work a flexible schedule including but not limited to weekends.

• Responsible for proper coverage of Welcome Center front desk during assigned hours and/or during additional assigned programs, special events, meetings, etc.
• Gain in depth knowledge of all YMCA of the Pines programs in order to deliver excellent customer service.
• Provide administrative support organization wide and must possess and maintain integrity and confidentiality, have attention to detail and willingness to grow and learn.
• Process memberships, aid in the resolution of membership and customer complaints/concerns.
• Management and support of all forms of correspondence such as, but not limited to, phone calls/messages, emails, database systems, postage machine, mail and package distribution, deliveries, Bunk1 camper emails in the summer months, and various other tasks and projects.
• Prepare, coordinate and execute organizational materials and mail projects in a timely, organized manner, including special events.
• Conduct research, data entry, filing, website updates, marketing and social media, and various other office tasks and projects as they arise.
• Ensure the Welcome Center front office environment is customer friendly, clean, neat and presentable at all times. This includes keeping all files and materials organized and the upkeep of the storage space in the basement and the office supply closet.
• Must appear presentable wearing neat and appropriate attire in accordance with the dress code policy.

YMCA of the Pines has zero tolerance for abuse and will not tolerate the mistreatment or abuse of youth in its programs. Any mistreatment or abuse by an employee or volunteer will result in disciplinary action, up to and including termination of employment or volunteer service and cooperation with law enforcement.

This organization takes every allegation of abuse or misconduct seriously and will fully cooperate with the authorities to investigate all cases of alleged abuse or misconduct. Employees and volunteers shall cooperate with any external investigation by outside authorities or internal investigation conducted by the organization or persons given investigative authority by the organization.

An employee or volunteer’s failure to cooperate with an investigation will result in disciplinary action up to and including termination of employment or dismissal from the organization.

• Excellent interpersonal skills. The ability to consistently deal cordially with a wide variety of personalities both on the phone and in person.
• Strong computer skills required. Microsoft Office skills required, particularly Word and Excel. Canva, and PowerPoint skills strongly preferred or willingness to learn.
• Strong time management and organizational skills, with the ability to manage multiple tasks and balance shifting priorities while maintaining confidentiality.
• Ability to work in a fast-paced, progressive environment.
• Prior office experience preferred.
  OTHER REQUIREMENTS:
• Must be able to work a flexible schedule including, but not limited to, nights and weekends, and events
• Must have full availability during summer months to support the organization's busy season.
• May be required to work in excess of the scheduled hours.
• Must be able to lift up to 30 pounds.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.

• YMCA Membership
• Discounted Programs
• 12% Employer Retirement Contribution
• Paid Sick Time