Remote Welcome Center Associate- Call Center

About the role

The YMCA is seeking a dedicated and enthusiastic individual to join our team as a Customer Service Representative. This position offers a competitive salary range of $16.01-$22.80 per hour, along with a comprehensive benefits package including 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.

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.
• Absent from 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.

Requirements

• NJ Residents preferred.
• 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.
• 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 make 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.

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.
• 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 make 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.