Lead Customer Account Specialist

The YMCA of Pierce and Kitsap Counties is seeking a Lead Customer Account Specialist to join our team.

 

This position supports the work of the Y, a leading non-profit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. 

 

As the Lead Customer Account Specialist, you will be a key player on the Customer Resource Management Team in the Engagement Center. If hired, you will be responsible for handling customer inquiries, resolving issues efficiently, and fostering strong relationships to promote loyalty and satisfaction.

 

With a focus on efficiency and people-first service, you will create a welcoming, supportive experience for staff, members, and YMCA guests, while bringing the YMCA’s core values to life in every interaction.

 

 

Key Responsibilities:

• Provide excellent service to staff, members, guests, and spectators over the phone, through email, or other forms of communication contributing to member retention.
• Present accurate membership and program information to potential and existing members.
• Ability to effectively explain the benefits and expenses related to YMCA memberships and programs.
• Encourage member involvement in programs and services based on the members expressed interest.
• Work assigned shifts that may adjust (with advanced notice) based on hours of operation, case volumes, and position requirements. This ensures the customer account specialists are available based upon member data and trends.
• Follow membership policies and guidelines.
• Respond to staff and member needs. Contact appropriate personnel when necessary and notify Director of unusual situations. Handle complaints in a courteous manner and elevate when appropriate.
• Lead assigned projects ensuring deadlines are met.
• Contribute to the creation and updating of CRM policies, ensuring compliance and consistency across the team.
• Monitor and Train new and existing staff. Report concerns or trends to direct supervisor for follow-up.
• Meets Key Performance Indicators (KPIs) as defined by Director.
• Demonstrate full competency in Salesforce to include proper completion of tasks including but not limited to membership enrollment, account updates, cancellation processing, program registration, account mergers, duplicate removal, reporting, refund investigation and approval and account balance removals.
• Embrace and actively promote an inclusive and equitable work environment.
• Other duties as assigned.

 

 

Qualifications:

• Minimum of two years of experience in Customer Service, database management systems, public relations, or organization administration.
• Excellent written and oral skills.
• Positive attitude and previous experience with diverse populations.
• Demonstration of the ability to lead a project and collaborate with others.
• Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom.
• Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
• Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required.

 

Wage: $23.21 to $24.46 per hour (Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range)

 

Hours: Full-Time, 40 hours per week, Hybrid

 

Location: YMCA Association Office, Tacoma, WA 

 

Shift: Midshift, 10:30am -7pm, Preferred Evening Coveage, One Weekend Day Required

 

Benefits: 

• Medical, Dental, and Vision benefit plan options
• YMCA paid Life and Long-term Disability Insurance

• Opportunity to partici