Customer Care Representative – RecreationHybrid

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

The Customer Care Representative - Recreation is the centralised support for YMCA Victoria’s recreation members and internal centre staff. With a strong focus on both service delivery and transaction accuracy, you’ll handle a high volume of calls and emails while performing key administrative functions to ensure smooth operations across all recreation centres.

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

• Be the first point of contact for all YMCA Victoria Recreation customers via phone, email, web chat, and contact forms.
• 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.

At the Y Victoria, we are committed to empowering all Children and Young People to feel safe and be safe. As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check and reference checks). To learn more about our commitment to safeguarding children and young people visit victoria.ymca.org.au

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

If this is you, click the Apply button.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

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