Military Member Services Representative - Remote Eligible

Military Membership Services Representative

The Armed Services YMCA of the USA (ASYMCA), headquartered in Woodbridge, VA, is a direct services nonprofit dedicated to the mission readiness and resilience of active duty service members and their families, while helping them navigate the unique challenges of military life.

The Military Membership Services Representative, reporting to the Manager of Military Memberships, is a key member of a three-person team that is responsible for the daily implementation of the Department of Defense Military Outreach Initiative (DOD MOI), which provides eligible military families and active duty personnel with nearly 10,000 gym memberships annually.

The Representative will facilitate DOD MOI memberships for private/commercial fitness facilities, serve as the primary point of contact for nearly 3,000 private fitness vendors, conduct compliance reviews of applications, support accounts payables processing, train and support Service branch representatives, and provide exceptional customer service to military personnel, their spouses, vendors and military representatives.

In addition, the Representative will provide daily operational support for gym memberships for the U.S. Navy, including hosting introductory trainings, processing payment requests, conduct compliance reviews, submitting invoices and providing exceptional customer service to military personnel and vendors. Hourly rate commensurate with experience: $21-25/hourly.

Essential Job Functions

• Serve as the Military Family Services team's primary point contact for general questions from service members, spouses, vendors and the public about ASYMCA programs and services. Maintain a thorough working knowledge of the organization's resources available to military families.
• Answer the DoD MOI phone line with professionalism and a positive attitude. Demonstrate exceptional customer service and problem-solving skills to answer questions, facilitate requests, research information and bring any issues to teammates or supervisors.
• Serve as the DoD MOI representative for commercial/private fitness facilities, including managing the dedicated inbox, answering questions, processing applications, providing compliance reviews, managing nearly 3,000 vendors, creating invoices, communicating with applicants and processing payments.
• Serve as the U.S. Navy memberships representative, managing the dedicated inbox, answering questions, processing payment requests, conducting compliance reviews, managing, and submitting billing/invoicing for approvals.
• Create and update worksheets, tracking lists, quarterly and yearly reports and other data entry or reporting as directed.
• Assist in recordkeeping, organization, and digital and hard copy document filing.
• Create internal and external training documents, videos and instructional guides; schedule and provide training for Service branch representatives.
• Serve as a back-up to the other team members on sick or vacation leave.
• Participate in organizational, department and team meetings.
• Other duties as assigned.

Qualifications

Education & Experience:

H.S. Diploma or equivalent required; 2+ years combined college, technical training and/or military service preferred.

3+ years' employment experience in a customer facing role required. Administrative, project management and/or basic accounting/billing experience highly desirable. Customer service experience, including handling customer complaints, preferred.

Key Skills and Abilities:

Proficiency in using computers, the Internet, email, Microsoft Office (Microsoft Word and Excel) and basic office equipment required.

Ability to learn new technology systems and platforms required.

Strong written and verbal communication skills required.

Military spouses and veterans are encouraged to apply.

Employment is dependent upon passing a background check and adhering to ASYMCA's organizational policies and procedures.

Attributes

Consistently displays a positive and friendly attitude and strives to provide excellent customer service.

Exceptional attention to detail and accuracy with excellent reviewing and spot-checking skills. Comfortable with following established processes and procedures.

Highly self-motivated who takes initiative and enjoys completing tasks and meeting deadlines.

Strong organizational and time management skills. Easily manages multiple tasks simultaneously.

Innate ability to listen to people, understand their requests or concerns, and identify solutions.

Able to work independently and in a team environment.

Able to maintain confidentiality of program information.

Able to contribute to and maintain a professional work environment by demonstrating integrity, promoting teamwork, and treating people with respect.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Requirements/Working Conditions

Able to perform sedentary work including working at a workstation and performing repetitive keyboarding activities.

Able to operate general office equipment. Visual and hearing acuity necessary to operate equipment, use telecommunication, read fine print, and utilize a computer monitor throughout the course of a normal workday.

Able to lift and carry up to 20 pounds. Some physical effort may be required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.