Customer Success Specialist

POSITION SUMMARY:

Under the supervision of the Business Solutions and Success Director and in collaboration with branch staff, the Customer Service Representative – Specialist plays a key role in supporting operations within the Customer Success Center. This full-time, hourly position is responsible for delivering high-level customer care, managing complex financial transactions, and maintaining accurate data across Personify software products and state portals.

The CSR Specialist handles specialized call queues, supports registration and financial assistance processes, and coordinates with third-party payers to ensure timely collections and reporting. This role also provides software training for new staff, manages communication campaigns, and ensures compliance with YMCA policies and procedures. All responsibilities are performed in alignment with the mission, values, and practices of the YMCA of the Triangle Area.

ESSENTIAL FUNCTIONS:

Customer Support & Call Management

• Responds to incoming calls routed through a specialized queue for third-level customer care.
• Handles an average of 15 calls per day; peak volume may reach 30+ calls.
• Accurately codes each call in real time using disposition codes for monthly KPI reporting (90% accuracy required).
• Collaborates with Success Center staff to support complex customer needs including financial requests, order adjustments, and policy clarifications.

Program & Policy Expertise

• Demonstrates full understanding of program offerings, business policies, financial procedures, app functionality, and online processes.
• Assists families with registration and financial assistance, especially for Orange County participants.

Financial & Third-Party Coordination

• Manages communication and transactions with third-party child care payers (e.g., DSS, churches).
• Oversees promissory notes, invoicing, and payment collections.
• Works with Finance Department to manage EFT payments and determine write-offs for overdue accounts.
• Participates in account aging and collection processes across all programs.

Reporting & Administrative Oversight

• Manages reports including:
  • Orders missing payment information
  • Daily Huddle-Up additions
  • Duplicate membership reports
  • Unapproved financial assistance offers
  • YOTA Swim Team registrations
  • Childcare collections and Youth Development Financial Assistance processing

Orange County Schools Program Support

• Tracks subsidy voucher expiration dates and assists families with renewals.
• Monitors attendance for children on subsidy vouchers and contacts families nearing monthly absence limits.
• Manages YMCA’s NCFAST account for documentation, reimbursement tracking, and attendance reporting.
• Audits camper files to ensure all required forms and signatures are collected.

Communication & Outreach

• Sends weekly/monthly emails via MyEmma including:
  • Scholarship membership renewals
  • Expiring membership holds
  • Program draft reminders
  • Insufficient funds notices
  • Other outreach as needed

Software Training & Support

• Maintains expert-level proficiency in Personify (PGo) to assist and train branch staff.
• Conducts in-person Personify training for new YMCA employees, including evening/weekend sessions.
• Expected to learn and perform essential functions across all Personify software platforms.

Event Participation & Relationship Building

• Attends YMCA membership and program events to assist with customer registration (may include evenings/weekends).
• Models strong relationship-building skills in all interactions.
• Maintains collaborative relationships with YMCA branches and ensures clear, consistent communication.

Professional Development & Other Duties

• Participates in meetings and training sessions to maintain and expand job-related knowledge.
• Performs additional duties as assigned by supervisor.

QUALIFICATIONS:

• Minimum of 2 or more years of experience working with the YMCA Customer Service Department, Welcome Center, Administrative Office or Overnight camp including a desire to work with all customers and branch personnel and peers in a fast-paced environment is required. 
• Possess a positive attitude, a high level of initiative and professionalism, be an effective liaison with directors and other staff striving to serve everyone. 
• Professional in demeanor, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers. 
• Be empathetic when working with families in the collection process and their life circumstances, remain unbiased.  
• Strong computer skills and the ability to navigate and troubleshoot app and database environments. 
• Exceptional communication and customer service skills. 
• Ability to be an effective problem-solver. 
• Demonstrate understanding of YMCA business, accounting and financial principles to effectively assist in financial transactions. 
• Strong organizational skills and the ability/flexibility to perform in a fast-paced working environment. 
• Maintain excellent relationships with customers and all staff.   
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community. 
• Multi-lingual desired but not required. 

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.  The employee frequently is required to sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.    
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.  
• Occasional night and weekend work as needed: shifts may vary according to branch hours of operation.  
• This position operates primarily remotely. Team members must reside within the Triangle, NC, area to ensure availability for periodic in-person meetings, training, or association gatherings. 
• Team members must maintain a dedicated, quiet, distraction-free workspace with reliable, high-speed internet and be fully accessible during standard business hours. 
• Remote work environment must be private, quiet, secure workspace free from distractions or excessive background noise. 
• Hardwired High Speed Internet (no Wi-Fi or satellite connections) minimum download speed of 100 mbps, minimum upload speed of 20 mbps. 

Salary & Benefits

This is a full-time exempt position with a salary starting at $17.85/hr, commensurate with experience and qualifications. The YMCA of the Triangle offers a generous benefits package including medical, dental and vision insurance; paid time off; an annual YMCA membership; and participation in the YMCA Retirement Fund, including a 12% employer contribution once eligibility requirements are met.