Specialist

Job Description

REQUIREMENTS

• Bachelor’s degree or equivalent in a relevant field such as Business, or related disciplines required.
• 0-2 years of experience required.
• Foundational skill level
• Entry-level industry knowledge and experience
• Routine tasks, limited decision-making authority, follows guidelines
• Primarily internal communications
• Limited influence – explains facts, policies and practices related to job area
• Requires supervision, leads self

RESPONSIBILITIES

• Responsible for effectively responding to members, association staff, and general inquiries received in the ticketing system regarding our client’s association information, membership, childcare, and programs.
• Process ticket transaction requests per department guidelines on accounts in our client’s 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 our client’s 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 our client’s associations.
• Complete daily, weekly or monthly audits of our client’s association data of new membership, childcare and program registrations, following audit guidelines, to ensure our client’s association accounts are accurate. Escalate issues as needed to supervisor.
• Responsible for learning and following published policies and procedures for our client’s associations served and YESS Customer Experience Team, to optimally support guests, members, program participants and association staff.

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