Experienced Remote Customer Service Representative - Welcome Center Associate - Call Center Specialist

Introduction to Our Organization

We are an all-inclusive organization united by a shared commitment to nurturing the potential of kids, promoting healthy living, and fostering a sense of social responsibility. As a growing, mission-focused, and future-oriented association of YMCAs, we have an exciting opportunity for a highly motivated, mission-driven candidate to join our team. Our organization is dedicated to strengthening community through youth development, healthy living, and social responsibility, and we are seeking a talented individual to support our mission.

Job Overview

We are seeking an experienced Remote Welcome Center Associate-Call Center representative to join our team. As the front line contact at our Central Call Center, you will be responsible for greeting and assisting members, answering phone calls and direct messages, providing accurate information to all inquiries in a friendly and professional manner, promoting, selling, and registering membership, events, and programs, and processing money transactions. If you are a highly motivated and mission-driven individual with excellent customer service skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Greet members and guests professionally and cordially on a consistent basis and with enthusiasm as they contact the YMCA.
• Use Listen First skills during consultations, tours, and overall interactions with members, guests, and co-workers.
• Answer telephone within 3 rings and with appropriate phone protocol, answering questions about our facilities and programs clearly and in a caring manner.
• Handle negative feedback in a courteous manner, record feedback, and forward members' suggestions to immediate supervisor.
• Refer members to the appropriate Y staff person for further information whenever necessary.
• Ensure that members and guests feel welcome at the Y, promoting positive member relations both with staff and with other members.
• Charge appropriate fees for services according to YMCA policies, procedures, and membership type.
• Receipt program and facility registrations promptly and accurately.
• Assist in making outbound calls when not answering incoming calls.
• Arrive for work shifts in a timely manner and work the entire shift as scheduled unless coverage for a portion of the shift has been pre-arranged.
• Do not leave the Call Center Desk unattended unless there is a true emergency situation.
• Address emergency situations promptly, professionally, and in accordance with our policies and guidelines.
• Participate in and support the Annual Campaign.
• Provide feedback to supervisor in a timely manner.
• Participate in meetings, workshops, trainings, and seminars that will enhance professional growth.
• Share responsibility for the success of the overall Association performance and help maintain a positive image for the Metro YMCAs.

Essential Qualifications

• High School Diploma, Associate Degree in Business or related area a plus, or equivalent experience.
• Minimum of one year experience in customer service and/or sales preferred.
• Ability to travel 10% of time.
• Valid Driver's License and reliable transportation.
• Strong communication and interpersonal skills.
• Excellent customer service and interpersonal skills.
• Very organized and detail-oriented.
• Computer literacy in Microsoft Office programs, prior knowledge of Active-net and Camp Brain Software is a plus.
• Bilingual ability (Spanish/English) preferred.
• Ability to react to emergency situations within the policies and guidelines of the YMCA and in a calm and professional manner.
• Ability to work under minimal supervision and make sound decisions within the guidelines of the YMCA.
• Ability to communicate with a wide variety of members and guests in a professional manner, displaying tact and diplomacy when needed.

Preferred Qualifications

• Experience working in a call center environment.
• Knowledge of YMCA programs and services.
• Experience with customer relationship management (CRM) software.
• Certification in customer service or a related field.

Skills and Competencies

• Strong communication and interpersonal skills.
• Excellent customer service skills.
• Ability to work in a fast-paced environment.
• Ability to multitask and prioritize tasks.
• Strong problem-solving skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Ability to maintain confidentiality and handle sensitive information.

Career Growth Opportunities and Learning Benefits

At our organization, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including workshops, seminars, and online courses. Our employees also have access to a range of benefits, including professional development opportunities, complimentary use of YMCA facilities, and a competitive salary and benefits package.

Work Environment and Company Culture

Our organization is a dynamic and supportive work environment that values diversity, equity, and inclusion. We are committed to creating a positive and inclusive work environment that reflects the diversity of the communities we serve. Our employees are passionate about our mission and are dedicated to making a difference in the lives of others.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including professional development opportunities, complimentary use of YMCA facilities, and a range of other perks and benefits. We are proud to be an EEO/AA/employer M/F/D/V and are committed to creating a positive and inclusive work environment that reflects the diversity of the communities we serve.

Conclusion

If you are a highly motivated and mission-driven individual with excellent customer service skills, we encourage you to apply for this exciting opportunity. As a Remote Welcome Center Associate-Call Center representative, you will play a critical role in supporting our mission and helping us to make a difference in the lives of others. Don't miss out on this opportunity to join our dynamic and supportive team and take your career to the next level. Apply now and become a part of our team!

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and take the first step towards an exciting and rewarding career with our organization.