YMCA of the USA

Customer Support

• 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.

YESS Customer Experience Specialist

Affiliate Manager

• Drive to deliver strategic support and solutions to assigned portfolio of Ys related to real time opportunities
• Bring resources, credibility, and timely engagement to improve trust and strengthen relationships between CEOs and YUSA Engage service delivery
• Provide specialized consulting services that will systematically identify and focus on financial assessments, operational assessments, executive transitions, collaborations, shared services, management agreements, mergers, strategy, and planning
• Collaborate with affiliate networks to ensure coordination and strategic alignment around collective goals that advance network priorities and outcomes
• Implement processes to enhance and increase communication across the Y network
• Partner across Y-USA to identify and support CEO’s needs related to Executive Learning Series opportunities
• Serve as a convener around specialized topics, emerging trends, and shared concerns
• Cultivate CEO relationships through problem solving, trust building, and value-added engagements
• Establish effective partnerships and working relationships across Affiliate Networks, Alliances, and Y-USA departments to achieve overall objectives and strategic goals
• Advocate for both Y-USA and the Affiliate Networks
• Perform other duties as assigned

YESS Customer Experience Specialist

Director, CEO Engagement – Small/Midsize Y Affiliate