Job description
The Y is a dynamic and diverse human service organization committed to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility.
INBOUND CALL CENTER SPECIALIST
Why Work for the Y
The Y is a dynamic and diverse human service organization committed to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. The Y is a team effort, right down to our members. The care and concern we show for our members is our success gauge.
In order to maintain our success, we must recruit and hire the best employees in the area. The Y commits itself to doing so by providing our employees competitive wages, benefits and opportunities for advancement through our training programs and internal promotions.
POSITION SUMMARY
POSITION SUMMARY
The Inbound Call Center Specialist is responsible for providing premier customer service from the Engagement Center to our members, participants, colleagues, and community by way of calls, texts, and emails to answer inquiries, resolve problems, fulfill requests, make recommendations, maintain and update databases, track incoming queries, and assist with online/website system troubleshooting.
ESSENTIAL FUNCTIONS:
- Answer incoming telephone calls, texts, chats, and emails to provide information and route calls according to procedure, and track data for reporting purposes.
- Assist with inquiries, provide product and program information, and resolve service issues via telephone, email, text and chat.
- Receive and make inbound/outbound calls from internal and external customers.
- Properly use association software to assist customers with, including but not limited to, inquiries regarding online account, program registration and membership.
- Provide solutions by following best practices, processes, and procedures as defined by the Association Office.
- Work with branches and departments 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.
- Contribute to the team effort by accomplishing department and company goals.
- 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 as requested.
- Other duties and responsibilities as assigned.
- Follows all standards, policies and procedures as established by the YMCA of South Hampton Roads, including Employee Code of Conduct, Child Abuse Reporting and Prevention, emergency procedures and YMCA COVID-19 sanitation and standards
QUALIFICATIONS:
- Excellent verbal, interpersonal and problem-solving skills
- Ability to work in a fast-paced and constantly-changing environment
- Ability to multitask
- Ability to set priorities and manage multiple concurrent tasks
- Ability to relate effectively to diverse groups of people from all social and economic
- segments of the community
- Ability to handle conflict professionally and manage conflict resolution in a timely manner
- Previous customer service, sales or related experience
- Strong knowledge of computer operations, Microsoft Office Suite, and Google Workspace
- High attention to accuracy and detail
- Must be able to work flexible hours including early mornings, evenings, weekends, and holidays
- Former YMCA experience utilizing SGA Sales preferred
WORKING CONDITIONS:
- Requires a person of maturity and good judgment, who can operate with a minimum of guidance from the Engagement Director
- Requires ability to exercise appropriate independent judgment, to assess facts and issues, and make non-routine decisions regarding day-to-day operational problems and issues
- Requires effective team-building and team leadership skills
- Must maintain cooperative, functional relationships with senior leadership team, peers, and subordinates
- Must maintain positive, energetic attitude toward YMCA work, goals, and values
- Performs the duties of direct reports as needed
PHYSICAL DEMANDS:
- Walk, stand, kneel, and stoop
- Maintain continuous operations requiring attention to detail and multi-tasking
- Must be able to lift, pull and move up to 50 pounds
- Must be able to stand or sit for long periods of time
- Must be physically able to successfully complete required certifications
BACKGROUND CHECKS:
An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements of the position. They may include criminal background and reference checks, E-Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS). Additional driver’s license check, CPS, criminal background check, alcohol, and/or drug testing may be required to be processed in the future in order to meet and/or maintain the requirements of this position.
TO APPLY
Submit an online application, resume and references through the YMCA of South Hampton Roads’ job board at www.workfortheymca.org
Internal Candidates – Currently active employees of the YMCA of South Hampton Roads should apply through Careers on the Employee Dayforce Account.
The YMCA of SouthHampton Roads is an Equal Opportunity Employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at YSHR will be based on merit, qualifications, and abilities. YSHR does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or genetics.
Please Note: Requirements, skills, and abilities described above are representative of those that must be met by an employee to successfully perform the essentialfunctions of this position with or without reasonable accommodation. In no instance, however, should the duties, responsibilities, and requirements be interpreted as all-inclusive.
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