Contact Center Specialist

About the role

The YMCA of Greenville seeks a Contact Center Specialist to provide excellent service to members, guests, program participants, and prospective members through inbound calls and emails. The role also supports best‑practice business processes across multiple functions, contributing to the association’s mission of youth development, healthy living, and social responsibility.

Responsibilities

• Manage large volumes of inbound calls in a timely manner.
• Answer member and program participant inquiries via shared email promptly.
• Provide excellent customer service via phone and email, contributing to member retention.
• Maintain association‑wide knowledge of all branch operations to answer questions.
• Promote memberships and programs to prospective members and provide facility information.
• Handle and resolve membership concerns; inform supervisors of unusual or unresolved issues.
• Process new memberships, program participant registrations, and special requests.
• Research, identify, and resolve membership questions using the Daxko software system.
• Route calls to appropriate resources and follow up as needed.
• Maintain positive relations with members, participants, and co‑workers at all times.
• Apply YMCA policies related to member services.
• Support best‑practice business processes, including payroll, Camp Greenville registration, administrative and finance duties (revenue reconciliations, cash handling, data tracking, analysis, reporting, and lost‑revenue recovery).
• Enter and maintain system data for member activity (new joins, credit/fee adjustments, cancellations, annual payments, and campaign/pledge tracking).
• Assist with program set‑up, registration maintenance, and confirmation emails.
• Support membership and program billing, including verification of draft information prior to each draft.
• Communicate effectively with members, participants, and donors; manage correspondence such as emails, letters, and thank‑you notes.
• Ensure sound financial practices compliant with internal controls and procedures.

Requirements

• At least three (3) years of experience in a customer service environment.
• At least two (2) years of experience in business process management, clerical, and/or administration.
• YMCA experience preferred.
• Strong service orientation with an enthusiastic, cooperative, and supportive disposition.
• Exceptional interpersonal, written, and verbal communication skills, including proper phone and email etiquette.
• Excellent listening skills and attention to detail.
• Prompt problem analysis and problem‑solving abilities; good judgment.
• Team‑player mindset that supports the community spirit of the YMCA and the Contact Center.
• Proficient with computer systems and data entry (Word, Excel, OneNote, Teams) and basic typing skills.
• Strong organizational skills; ability to handle multiple projects/tasks simultaneously.
• Ability to work independently with some supervision and as part of a Business Process Specialist team.
• Ability to serve both external members and internal Association staff.
• Effective problem‑solving and analytical capabilities.
• Ability to maintain confidential information.
• Demonstrated time‑management and stress‑handling skills.
• Bilingual in Spanish and English preferred but not required.

Benefits

• Instant access to earned wages before payday (“Work Today, Get Paid Today”).
• 12% retirement contribution once fully vested.
• 403(b) 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.

Schedule

Monday – Friday, 10 am – 7 pm (with a 1‑hour lunch break).