Remote Welcome Center Associate- Call Center

Overview We are an all-inclusive organization joined together 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, the Metro YMCA of the Oranges has an exciting opportunity for a highly motivated, mission-driven candidate to join our team. Responsibilities Greet members & guests professionally and cordially on a consistent basis and with enthusiasm as they contact the YMCA. Become aware of members’ needs and efficiently respond to their inquiries. Use Listen First skills during consultations, tours, and the overall interactions with members, guests and co-workers. Answer telephone within 3 rings and with appropriate phone protocol. Answer questions about our facilities and programs clearly and in a caring manner. When uncertain of the answer to a question, obtain the inquiring party’s contact information, enter into HubSpot and verify that a staff person will get back to them promptly. Transfer calls properly and take accurate messages for staff persons who are not available. 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. Promote positive member relations both with staff and with other members. Charge appropriate fees for services according to the YMCA policies, procedures and the 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 guidelines. 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. Demonstrate and model the YMCA’s four core values of Caring, Honesty, Respect, and Responsibility. Exhibit personal and professional behavior in a manner consistent with the best interest of the Association, so as not to bring discredit to the Association. Cooperate and work effectively and congenially with all YMCA staff members, volunteers, and members of the Association. Perform such other job-related duties as may be periodically assigned by the Supervisor. Attend in-person meetings when required. 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. Participate in meetings, workshops, trainings and seminars that will enhance professional growth. 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 making 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. Part Time Benefits We offer a competitive compensation and benefits package, which includes paid sick leave, a legal plan, disability insurance, life insurance, 12% retirement benefits upon eligibility, a 403 (b) plan, an employee assistance program, professional development opportunities, Metro Y program discounts, and complimentary use of YMCA facilities. Full job description provided upon interview process.* Salary $16.01-$22.80 per hour #J-18808-Ljbffr Metropolitan YMCA of the Oranges