Customer Service Job Openings - YWCA El Paso Del Norte Region

Customer Service Job Openings

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Assistant Programs Director
Pay Rate: Hourly $11.37

Joyce Jaynes and Katherine W. Harvey Branches
40hrs. Mon- Friday, schedule varies with some evening and weekends

JOB SUMMARY
Under the supervision of assigned HWS Programs Director, the Assistant Programs Director is responsible for ensuring a great experience and positive image of the YWCA at customer entry points. Is responsible for the knowledge of the YWCA programs in order to help customer access services throughout the agency. Manages and trains Client Relationship Associates, ensuring proper handling of receipting, program enrollment management, cross selling, customer inquiries, member accounts, and daily bank reconciliations at assigned location (s). Responsible for the management of all fitness, aquatic, leisure learning programs for assigned branch (es). Monitors supplies and approves weekly orders at assigned branches.

ESSENTIAL DUTIES AND RESPONSIBILITIES: to perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In addition to the requirements listed below, regular attendance in the workplace is an essential function of this position.

1. Regular attendance at Employer’s place of business and/or during particular hours, as assigned, is an essential function of this position. Employee must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law.
2. Responsible for customer acquisition and retention through appropriate Client Relationship Associate’s training and customer service operations.
3. Works with Programs Directors and Business Accounts Manager to create, coordinate and manage sales initiatives and marketing plans by implementing promotions, trends and business techniques to achieve annual revenue goals.
4. Under the supervision of the Programs Director, schedules, supervises and trains assigned staff to achieve outstanding customer service and fitness/aquatic programs.
5. Ensures proper application and receipting of all customer payments. Assures proper reconciliation and security of all monies associated with agency business operations including deposits turned in by other programs and departments. Acts as a liaison to the Accounting department.
6. Under the supervision of the Programs Director, monitors customer accounts and front desk procedures to ensure proper cash management and appropriate charges to customer accounts. Liaisons with the Accounting department to resolve discrepancies.
7. Supervises and implements fitness/aquatic center programs including fitness assessments, program recommendations, weight room/cardio orientations, personal training, youth fitness, and active older adult programs.
8. Assists Programs Director in collaborating with the Marketing Department to plan and develop effective marketing and promotional activities and strategies designed to grow membership.
9. Works closely with Programs Director to ensure that assigned branch is well managed and objectives are clearly identified and met, as well as to promote positive communications throughout.
10. Maintains established safety standards in all department programs.
11. Supervises equipment maintenance and upkeep of fitness and aquatic areas and purchase of supplies and equipment within department budget.
12. Daily ensures the timely opening and closing/securing of agency branch.
13. Meets weekly with Client Relationship Associates to ensure that every new member and new leads are contacted and begin their YWCA experience within one week of joining.
14. Receives documents and follows up with program directors to ensure customer concerns are resolved and offers recommendations related to programs. Tracks customer requests for credits and refunds.
15. Maintains key and maintenance logs associated with branch.

JOB QUALIFICATIONS
1. High School graduate or equivalent required. Bachelor’s degree preferred. Relevant sport/exercise/health sciences management related degree is a plus.
2. Minimum one (1) year business and/or customer service supervisory experience required.
3. Must acquire CPR and First Aid prior to start of employment. Must maintain these certifications throughout employment.
4. Must obtain in-house certifications for both fitness and aquatics within first month.
5. Must demonstrate strong leadership qualities, excellent interpersonal, customer care, conflict resolution skills, and a high level of enthusiasm.
6. Basic knowledge of sales and marketing, business management and basic accounting principles are essential for this hands-on business and people management role. Must be detail oriented.
7. Must have a working knowledge of PC and Microsoft software including Word and Excel and basic data entry skills.
8. Basic knowledge in the fields of exercise physiology, kinesiology, exercise leadership, and nutrition is preferred.
9. Knowledge and skills to perform physical fitness instruction, and train new exercise instructors in activities that may include water aerobics, land aerobics, weight training, and fitness evaluations is preferred.
10. Must be able to work under pressure with constant interruptions.
11. Must be able to work independently and autonomously.
12. Must have access to a personal vehicle and have insurance in accordance with minimum State requirements.

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Client Relationship Associate
Pay Rate: Hourly $8.00

Dorothy W. Hunt Branch
20hrs. Mon- Friday, schedule varies.

Shirley Leavell Branch
20hrs. Mon- Friday, schedule varies.

Katherine W. Harvey Branch
18hrs. Mon- Friday, schedule varies.

JOB SUMMARY
Under general supervision, greets and interacts with the public including participants, visitors, and staff. Answers routine questions and provides information and support services concerning current YWCA program activities. Handles branch cash transactions. Performs a variety of clerical and administrative duties to support program activities, including enrollment and sales duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES: to perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In addition to the requirements listed below, regular attendance in the workplace is an essential function of this position.

1. Regular attendance at Employer’s place of business and/or during particular hours, as assigned, is an essential function of this position. Employee must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law.
2. Enthusiastically promotes the YWCA and its programs through distribution of current program information to current and prospective members. Maintains weekly class/site enrollments and participation statistics and provides reports to program Directors.
3. Collects and receipts all monies for the Branch. Receives multiple types of program payments and prepares separate bank deposits for each. Assures proper reconciliation and security of all monies associated with branch business operations, balances cash and receipts at the end of shift, makes bank deposits as assigned within 24 hours according to Agency policy and procedures.
4. In conjunction with administrators, implements and evaluates branch enrollment and marketing plans, marketing strategies, promotional materials, and promotional activities, considering demographics and trends to recruit members and recapture past members needed to meet agency revenue goals. Follows up with past participants to inform them of promotions/sales and encourages them to return.
5. Greets participants and visitors, carefully identifying their needs in a positive, professional and courteous manner to make an excellent first impression. Makes sales accordingly.
6. Ensures that all visitors and participants sign in and out and escorts them to their correct destinations as needed. Gives tours of the facility and promotes all programs with prospective participants. Follows up on sale leads by phone and schedules second site visit.
7. Monitors and tracks promotional initiatives and produces membership reports using Agency designated software.
8. Verifies for current membership registration/program at time of payment and communicates issues / needs to Program Directors
9. Maintains and secures branch inventory, coordinates and prepares weekly supply orders for the branch, receives all supply orders from warehouse.
10. Opens and closes facility as assigned.
11. Maintains key logs and maintenance logs associated with branch.
12. Schedules use of rooms.
13. Keeps employee mail boxes, bulletin boards and sign-in sheets current.
14. Notifies staff and participants of class changes, branch closings, early release, and school closings and updates information.
15. Maintains order in lobby and surrounding areas.
16. Enrolls participants in Electronic Funds Transfer.
17. Attends monthly customer service meetings as schedule.

JOB QUALIFICATIONS
1. High School graduate or equivalent required. Preferred two (2) years of college or equivalent experience in finance, accounting, sales and/or marketing.
2. One (1) year customer service experience; or equivalent combination of experience and training that provides the required knowledge, skills and abilities required.
3. Excellent interpersonal skills, customer care and a high level of enthusiasm are essential.
4. Must be able to ensure compliance with YWCA standards, policies and procedures as needed.
5. Must be able to establish and maintain effective working relationships with fellow employees and the general public.
6. Must be able to work under pressure with constant interruptions.
7. Must be able to work independently and autonomously.
8. Must be able to make sound judgments, have excellent decision making skills, and possess strong conflict resolution skills.
9. Working knowledge of PC and MS Office software required.
10. Must be able to maintain high standards for confidentiality.
11. Must display positive attitude and composure.
12. Must wear appropriate agency designated attire consistent with position for a professional appearance to meet agency standards.
13. Must have current certifications for CPR and first aid. Must maintain these certifications throughout employment
14. May be required to have access to personal vehicle with valid driver’s license and proof of sufficient liability insurance if assignments required multi-sites.
15. Bi-lingual capability in English/Spanish required.

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Maintenance Worker
Pay Rate: Hourly $12.00

East El Paso
40hrs M-F 8am – 5pm, occasional evening and weekends

West El Paso
40hrs M-F 8am – 5pm, occasional evening and weekends

JOB SUMMARY
Under the Maintenance Supervisor direction is responsible for facilities, grounds, and equipment maintenance with a minimum of downtime by providing day-to-day maintenance.

ESSENTIAL DUTIES AND RESPONSIBILITIES: to perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In addition to the requirements listed below, regular attendance in the workplace is an essential function of this position.

1) Regular attendance at Employer’s place of business and/or during particular hours, as assigned, is an essential function of this position. Employee must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law.
2) Performs maintenance of projects to maintain buildings and equipment in working condition to minimize down time and participant complaints.
3) Monitors to assure that facilities and grounds are maintained in above average condition.
4) Prioritizes requests, schedules projects, and maintains database history for major repairs to all building equipment and systems.
5) Complete maintenance work orders from all departments on a timely basis by following YWCA standard operating procedures.
6) Performs repair or general maintenance work of facilities, buildings, grounds, and equipment at various sites including electrical, carpentry, plumbing, sheet rock repair, painting tasks, etc.
7) Coordinates and monitors all construction or renovation projects and installation of building equipment purchases.
8) Works directly with the Safety Coordinator to bring facilities in compliance with OSHA, ADA, City/County Health Department, fire codes and all regulations connected with facilities including pools and transportation.
9) Setting up and breaking down cubicle partitions, exercising discretion to identify projects that need higher skilled crafts individual’s services.
10) Moving and assisting in transportation of furniture and equipment.
11) Performing minor repairs, troubleshooting, and adjustment of locks on cabinets, locks, closets, desks.
12) Perform duties of the company’s preventative maintenance program.
13) Report major repair needs to the Maintenance Supervisor.
14) Communicates with all levels of staff and public as appropriate to the job.

JOB QUALIFICATIONS
1. Must have a high school diploma or equivalent.
2. Technical School Certification or degreed in a related field preferred.
3. Minimum 1 years’ experience in facilities maintenance and building operations required.
4. Must have basic working knowledge of plumbing, painting, HVAC, electrical, and/or other general repair skills
5. Knowledge of refrigerated air systems.
6. Excellent verbal and written communication skills required with good listening ability.
7. Must be able to work effectively with sales representatives and suppliers.
8. Must be highly organized, and flexible, with the ability to manage multiple assignments in a busy environment.
9. Must have analytical ability and be detailed oriented.
10. Must possess creative energy, be a self-starter, require minimal direction, and be able to work individually and as a member of a team.
11. Hands-on PC skills required, including experience working MS Word and Excel software. Prior knowledge of maintenance tracking software a plus.
12. Bilingual capabilities in English/Spanish preferred.
13. Must provide personal vehicle with required liability insurance and a valid driver’s license.

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Custodian
Pay Rate: Hourly $7.75

Dorothy W. Hunt Branch
25hrs.

Joyce Jaynes Branch
25hrs.

Floater for all 4 branches
25hrs

JOB SUMMARY
Under direct supervision performs cleaning/janitorial and maintenance duties at YWCA El Paso del Norte Region Facilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: to perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In addition to the requirements listed below, regular attendance in the workplace is an essential function of this position.

1. Regular attendance at Employer’s place of business and/or during particular hours, as assigned, is an essential function of this position. Employee must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law.
2. Cleans buildings to include, but not limited to, mopping, vacuuming, sweeping, waxing, buffing, and washing of windows, mirrors, doors, walls, and dusting.
3. Keeps facility furniture and equipment clean by dusting and polishing to provide a clean environment daily, including cleaning and emptying all waste baskets.
4. Ensures positive facility appearance at all times. Ensures facility is prepared for all activities, to include set up as assigned.
5. Cleans and disinfects restroom floors, toilets, toilet seats, urinals and fixtures and refills paper goods in restrooms.
6. Cleans all areas daily. Cleans refrigerator and other equipment periodically.
7. Assures safe handling and storage of all cleaning materials. Follows instructions when mixing water with chemicals in containers to prepare cleaning solutions according to specifications. Responsible for maintaining awareness of appropriate steps to take in case of an accident (MSDS).
8. Returns all tools and cleaning equipment to proper storage spaces after use and maintains orderliness.
9. Promptly cleans and dries spills or wet spots on floors.
10. Checks for and reports maintenance and/or safety-related conditions to appropriate personnel. Documents needs on maintenance log.
11. Reports damages and acts of vandalism to supervisor.

JOB QUALIFICATIONS
1. High school graduate or equivalent required.
2. Six (6) months janitorial experience required, or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities to perform the essential job functions.
3. Must be willing to work weekends, early mornings, late afternoons, evenings and/or before and after normal hours. Must be willing to work split shift.
4. Must be able to work independently and have the ability to work well with others.
5. Must be able to read, write and communicate in English. Bilingual in English and Spanish preferred.
6. Pre-employment drug test and background check required.
7. May be required to have access to personal vehicle with valid driver’s license and proof of sufficient liability insurance if assignments required multi-sites.