Remote Welcome Center Associate-Call Center

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility and the development and implementation of new programs. Under the direction of the Call Center Coordinator, the Welcome Center Associate of the Metro YMCAs of the Oranges is responsible for being the front line contact at the Central Call Center for the Association. Primary responsibilities include 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; processing money transactions, filing documentation and providing outbound calls when needed. Must ensure a high-level of service with a commitment to improving lives and have a cause-driven focus. The Central Call Center is the main hub of member customer service, therefore, the position will serve as the center of communication and assistance for the overall business operations and member service functions all within the policies and guidelines of the YMCA.

ESSENTIAL FUNCTIONS:

• 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 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.
• 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. 

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys 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.

MINIMUM REQUIREMENTS/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.

PHYSICAL DEMANDS:  Sufficient strength, agility and mobility to perform essential functions and activities in a wide variety of indoor and outdoor locations.

INTERNAL CANDIDATES: Current active employees of the Metropolitan YMCA of the Oranges should apply via the Careers section of the Dayforce Employee Account.

Professional development opportunities and complimentary use of YMCA facilities.

We are proud to be an EEO/AA/employer M/F/D/V. Employment is subject to extensive background check.