Customer Care Representative

**Work options**: Hybrid

Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).
- Join a Fun Professional Team

Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation and Youth Services.

**About the Role**

A significant part of this role involves managing the direct debit process, including monitoring rejections, recovering missed payments, and ensuring ongoing debit integrity to maximise revenue and reduce disruption for members.

**What You’ll Do**

**Customer Service**
- Respond promptly and professionally to all enquiries, aiming for first-contact resolution.
- Build strong relationships with recreation centre teams, especially around membership and debit issues.
- Use the Perfect Gym system to log and manage all customer interactions accurately, escalating where required.
- Resolve debit-related enquiries including explaining upcoming debit schedules and supporting customers with financial queries.
- Monitor and action platform support tickets related to customer data, financial reports, and membership information.
- Follow up on outstanding payments, using a customer-first approach to reduce debit rejections and increase successful recoveries.
- Assist with internal education and training by identifying recurring debit issues at centres.

**Administration**
- Complete daily, fortnightly, and monthly administrative processes relating to memberships and billing.
- Perform regular debit audits and checks to maintain data integrity and identify members at risk of failed payments.
- Assist in reporting on debit trends, rejections, and recovery outcomes to support continuous improvement.
- Carry out accurate data entry across products, services, memberships, and system maintenance tasks.
- Support system testing and quality assurance during upgrades and platform changes.
- Process payments in compliance with PCIDSS, the Commonwealth Privacy Act, and YMCA’s Privacy Policy.
- Meet and exceed individual and team KPIs related to debit success, enquiry resolution, and admin completion.

**What You’ll Bring**
- Excellent phone-based customer service experience, with confidence handling billing enquiries and debt discussions.
- Strong understanding of direct debit systems, payment processes, and rejection recovery strategies.
- Exceptional attention to detail, especially in high-volume data entry or financial administration.
- Experience with CRM or membership platforms (e.g. Perfect Gym) and ticketing systems.
- Ability to manage competing priorities while maintaining focus and professionalism.
- Solid written and verbal communication skills, with a calm, respectful, and supportive tone.
- A proactive, reliable, and outcome-focused approach.

**Flexible working arrangements** working both from home and currently one day in our Box Hill state office (Wednesday). The hourly rate of this position is **$32.34** + Y staff benefits including free access to gyms and pools across the state.** We currently have two opportunities available for this position.**

**Benefits**

At the Y Victoria, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

- Flexible working arrangements
- Opportunities for career development and growth
- Free access to gyms, recreation, and aquatics centres across the state
- Free access to the Virtual Y - online health and wellness

**How to Apply**

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.