Customer Success Specialist | YMCA of the Triangle

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 informationDaily Huddle-Up additionsDuplicate membership reportsUnapproved financial assistance offersYOTA Swim Team registrationsChildcare 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 YMCAs 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 renewalsExpiring membership holdsProgram draft remindersInsufficient funds noticesOther outreach as needed Software Training & Support Maintains expert-level profi...