Contact Center Specialist

Overview

The YMCA of Greenville is a dynamic and rapidly growing association that seeks to strengthen the community through youth development, healthy living and social responsibility.

The Contact Center Specialist at YMCA of Greenville provides support and assistance by providing excellent service to members, guests, program participants, and prospective member’s inquiries via incoming calls and emails. This position will also support the association by assisting in providing best practice business process functions.

Not only will you be part of amazing mission driven work, we offer the following benefits:

• Work Today, Get Paid Today!!! Instant access to your earned wages before payday.
• 12% Retirement Contribution, once fully vested
• 403b Retirement Savings Plan
• Separate Paid Sick and Vacation Leave
• Medical Benefits
• Company Paid Dental, Vision, and Life Insurance
• 10 Company Paid Holidays
• Household Membership to the YMCA of Greenville
• 50% Discount on Programs, including Childcare, Sports, Personal Training, and Aquatics

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.

We are welcoming: we are open to all. We are a place where you can belong and become.

We are genuine: we value you and embrace your individuality.

We are hopeful: we believe in you and your potential to become a catalyst in the world.

We are nurturing: we support you in your journey to develop your full potential.

We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

*This position's shift is for Monday - Friday from 10am - 7pm (with a 1-hour lunch break)*

Responsibilities

• Manage large amounts of inbound calls in a timely manner.
• Answer member and program participant’s inquiries via share email in a timely manner.
• Provides excellent customer service to members, guests, and program participants in the association via the phone and shared email box, contributing to member retention
• Maintain YMCA of Greenville associational–wide knowledge of all Branch operations to answer questions of the members and/or guests.
• Answer all questions and inquiries to the needs of prospective members; promote memberships and programs; provide information of facility and programs to inquiring members.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Process new memberships, program participant registrations, and special requests.
• Research, identify, and resolve membership concerns or questions using Daxko software system.
• Route Calls to appropriate resources.
• Follow up member calls where necessary.
• Maintain positive relations at all times with members, participants, and co-workers.
• Applies all YMCA policies dealing with member services.
• Provide support for the best practice business processes within multiple functions for the association, including payroll, Camp Greenville registration, administrative and finance duties (revenue reconciliations, securing and depositing of cash, data tracking and analysis), reporting and lost revenue recovery
• Provide support for system data entry and maintenance related to member activity – new joins, credits/fees adjustments, cancellations, annual payments, Annual Campaign/Capital pledges
• Provide support for program set-up, registration maintenance and confirmation emails
• Provide support for membership and Program billing, collecting and updating- including the verification of draft information prior to each draft
• Communicate effectively with members, program participants and donors as defined in competencies and manage proper correspondence (emails, letters, thank you notes)
• Ensure sound financial practices that are compliant with all internal controls and procedures

Other expectations

• Adhere to policies related to boundaries with consumers.
• Attend/complete required abuse risk management training
• Adhere to procedures related to managing high-risk activities and supervising consumers.
• Follow mandated reporting requirements.
• Adhere to job specific abuse risk management responsibilities.

Qualifications

• Must be able to work Monday - Friday 10 AM - 7 PM (with a 1-hour lunch break)
• At least three (3) years of experience in customer service environment
• At least two (2) year of experience in business process management, clerical, and/or administration
• YMCA experience preferred
• Strong service orientation evident in enthusiastic, cooperative, and supportive disposition
• Exceptional interpersonal, written and verbal communication skills, specifically proper phone and email etiquette
• Excellent listening skills and attention to detail
• Prompt problem analysis and problem solving skills; demonstration of good judgment
• Willingness to be a team player with interpersonal skills that build and support the community spirit of the YMCA and the Contact Center
• Proficient computer systems and data entry skills (Word, Excel, OneNote, Teams), as well as basic typing skills
• Strong organizational skills, with the ability to handle multiple projects/tasks simultaneously
• Ability to work independently with some supervision and also work as a member of a team of Business Process Specialists
• Ability to serve both the members and Association staff, both external and internal customers
• Must possess effective problem-solving and analytical capabilities
• Able to maintain confidential information
• Demonstrated ability to manage time and handle stress
• Bilingual in Spanish and English preferred but not required

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to remain in a Stationary position 75%
• Frequently move throughout the facilities
• Constantly communicate with members, program participants over the phone, and must be able to exchange accurate information.
• Frequently moving objects and equipment weighing up to 20 pounds.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.