Under the direction of Association Director of Membership Services and consistent with the Christian Mission of the YMCA, the Customer Service Agent is responsible for providing premier customer service for incoming calls to our members, participants, and branch/camp team member, which may include but is not limited to answering inquiries, resolving problems, fulfilling requests, making recommendations, maintaining and updating databases, tracking incoming calls, and assisting with online/website system troubleshooting.

ESSENTIAL FUNCTIONS:

Answer incoming telephone calls politely and efficiently, provide information and route calls according to procedure, and track data for reporting purposes as asked.
Assist with inquiries, provide product and program info, and resolve service issues via telephone, email; receive and make inbound/outbound calls from internal and external customers
Properly use Personify software to assist customers with, including but not limited to, inquiries regarding on-line account, program registration and membership.
Provide solutions by following best practices, processes, and procedures as defined by the Association Office.
Work with branches and department to update information on facilities and programs to ensure accurate information is available to customers and staff.
Understand all YMCA program and membership offerings, business policies and procedures, and online business necessary to communicate with customers.
Enhance department reputation by accepting ownership for new and different requests; explore opportunities to add value to job accomplishments.
Attend meetings and trainings to increase and maintain knowledge base.
Be sensitive to member needs and maintain a customer-friendly demeanor at all times.
Maintain relevant knowledge pertaining to YMCA programs and events.

YMCA COMPETENCIES:

Mission Advancement : Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration : Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness : Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience.

Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth : Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

REQUIRED QUALIFICATIONS:

• High school/GED education; some college preferred
• Minimum experience of 3-5 years working in a call center environment in a customer service or consultative sales position or a minimum experience of 3-5 years working in a YMCA Sales and Service/Membership capacity
• Must have excellent oral and written communication skills, and strong active listening skills with a demonstrated ability to interact effectively
• Must exhibit a customer centered approach, with the ability to assist internal and external customers in a professional manner via telephone, email
• Excellent organizational and problem-solving skills, and ability to accurately resolve complex issues in a fast paced, changing environment
• Must have strong computer skills and a working knowledge of CRM database software systems. Ability to efficiently navigate and interact with the web.
• Proficient in Microsoft Office; Word, Excel, Outlook
• Must be professional, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers
• Ability to work cooperatively as a team to accomplish department goals and KPIs
• Ability to provide feedback regarding potential process improvement ideas
• Obtain and maintain safety certifications as required, including but not limited to CPR, First Aid, AED, and Child Abuse Prevention.
  

PREFERRED QUALIFICATIONS:

• Bi-lingual or multi-lingual
  

PHYSICAL REQUIREMENTS:

• Flexibility to work nights/weekends as needed; shifts may vary according to seasonal needs.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate in English, both written and verbal.
• Ability to view/enter data for long periods of time.