YES Center Support Specialist - Tampa Metropolitan Area YMCA

Description

POSITION SUMMARY:

Under the direction of the YMCA Engagement and Solutions Center (YES Center) Director of Operations, the YES Center Support Specialist serves as a combined YES Call Specialist, Business Services, and Association Office Administrative role, delivering exceptional customer service, managing membership and program accounts, supporting administrative operations, resolving member concerns, and executing key business functions. This role integrates member engagement, contact center support, account administration, revenue support, and organizational assistance to ensure an exceptional YMCA experience while supporting operational excellence throughout the Association.

Given the dynamic nature of YMCA operations, this position requires flexibility, adaptability, and the ability to manage shifting priorities based on member needs, operational demands, and organizational initiatives. Responsibilities may vary day to day and week to week, requiring the ability to balance routine business functions with emerging issues, special projects, process improvements, and department-wide initiatives. The ideal candidate is highly organized, solution-oriented, and comfortable working in a fast-paced environment where priorities may change frequently while maintaining a high level of service and accuracy.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Member Engagement & Customer Service

• Serve as a point of contact for members, program participants, Family Center staff, and guests by responding to inquiries and providing information regarding memberships, programs, events, services, and YMCA operations.
• Deliver exceptional customer service through professional, courteous, and solution-oriented interactions that enhance the YMCA experience and strengthen member engagement.
• Resolve member concerns and account issues, escalating complex situations as appropriate.

Membership, Program & Account Administration

• Process and maintain membership and program transactions including sales, registrations, transfers, upgrades, downgrades, cancellations, refunds, account adjustments, and specialty membership programs.
• Maintain accurate member and program records while ensuring compliance with YMCA policies, procedures, and documentation requirements.
• Process Business Services Intake Forms and support Family Centers with account maintenance and administrative requests.

Billing, Revenue & Financial Assistance Support

• Manage recurring billing, membership drafts, payment processing, account discrepancies, returned payments, and failed drafts.
• Administer Open Doors applications, renewals, compliance reviews, and related financial assistance processes.
• Conduct proactive outreach regarding renewals, expiring payment methods, account updates, payment recovery, and membership retention efforts.

Member Outreach & Growth Initiatives

• Conduct inbound and outbound communications to support membership growth, program enrollment, retention, revenue recovery, and organizational initiatives.
• Promote YMCA memberships, programs, services, and community resources to increase participation and engagement.

Operations, Reporting & Administrative Support

• Generate, maintain, and distribute reports, rosters, records, and other operational documents to support organizational needs.
• Association trainer for Financial Assistance and ActiveNet processes.
• Assist management, departments, and Association leadership with administrative tasks, special projects, operational initiatives, and organizational support activities.
• Exercise discretion and sound judgment when handling confidential and sensitive information involving members, associates, vendors, and leadership.

Collaboration, Compliance & Continuous Improvement

• Follow established policies, procedures, SOPs, and best practices while adapting to new technology, systems, and operational processes.
• Collaborate effectively with Family Centers, Association departments, vendors, and leadership teams to achieve organizational goals.
• Identify and communicate process improvements, operational concerns, safety issues, unusual occurrences, and unresolved matters to appropriate leadership.
• Participate in training, staff meetings, projects, and other duties as assigned.

The YES Center will operate during extended hours, including early mornings, evenings, weekends, and holidays. Candidates should be prepared to work flexible shifts to support operational needs.

Critical areas of expertise include:

• Knowledge of computers and ability to learn software applications
• Excellent verbal, written, interpersonal and problem-solving skills
• Working well in team environment
• Highly organized and able to multi-task

Safety and Risk Management

• Adhere to all Federal, State, and local safety regulations, as well as all YMCA policies and procedures related to the safety, health, and welfare of members, participants, guests, and staff.
• Ensure that all Tampa YMCA standards, leading practices, and policies are implemented and consistently followed, including those related to emergency procedures, child abuse prevention, and appropriate supervision.
• Adhere to policies and procedures related to managing high-risk activities and supervising participants and boundaries with participants when applicable.
• Ensure implementation of and follows all training requirements including risk management and child abuse prevention training in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Maintain a safe and healthy environment at all times, including performing daily safety checks of program areas, equipment, and supplies.
• Maintain proper records, including certifications, meetings and trainings.
• Maintain an emphasis on safety in all areas of responsibility as they relate to members and staff.
• Adhere to risk management training requirements including child abuse prevention.
• Front desk personnel-ensure member or association guest are properly signed in and signed out, ensures only authorized adults are allowed in the facility, etc.
• Contribute to creating and maintaining a safe, positive, and respectful environment for members, guests, and staff.
• Promptly report any suspicious or inappropriate behavior, as well as policy violations, following established association procedures.

Requirements

POSITION REQUIREMENTS:

Education/ Experience Required:

• High school degree, or equivalent is required. Associate's degree preferred

• Excellent verbal, interpersonal and problem-solving skills
• Ability to work in a fast-paced and constantly-changing environment
• Ability to multi-task
• Ability to relate effectively to diverse groups of people from all social and economic
  segments of the community
• Ability to handle conflict professionally and manage conflict resolution in a timely manner
• Previous customer service, sales or related experience
• Knowledge of computers
• Must be able to work flexible hours including evenings, weekends, and holidays
• Able to learn and understand YMCA membership operating system and call center software

Certifications/Trainings Required:

• Must obtain within 30 days of employment and maintain current certifications in CPR, First Aid, AED and Oxygen Administration.
• Maintain other required certifications as stated in the training matrix.

WORK ENVIRONMENT AND 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 including, but not limited to:

• 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 authorized work phone/smart device
• Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting
• The employee frequently is required to sit and reach, and must be able to move around the work environment
• Ability to lift and move a minimum of 30 pounds
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
• Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold
• The noise level in the work environment is usually moderate
• This position may require availability to work flexible hours including evenings, weekends, and holidays as needed
• Must be able to perform all duties and functions of those that are supervised

ACCOUNTABILITY:

Accountable for completion of assigned goals as measured by the number of people served, cause driven measures, service satisfaction scores, operating results, and supervisor evaluation of assigned duties. Must be able to perform duties and complete tasks in a timely manner.