What are the responsibilities and job description for the Call Center - Customer Support Agent I position at YMCA of Memphis & the Mid-South?
CALL CENTER - CUSTOMER SUPPORT AGENT I
Location Address- 7171 Goodlett Farms Parkway Cordova, TN 38016
PURPOSE OF POSITION:
This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the general direction of the Senior Director of Business Services, the part-time Customer Support Agent I is responsible for supporting centralized child care/membership operations in administrative duties and customer service operations in a call center environment.
ESSENTIAL FUNCTIONS:
- Provides excellent customer service on the phone and/or in person.
- Supports the administrative functions of centralized childcare/membership but not limited to:
Answers all incoming calls for childcare/membership assisting callers with accurate information regarding programs, registration, and billing
Handle and resolve caller complaints
Creates cases in Salesforce for calls that need to be escalated to other departments/teams
Route calls to appropriate resource
Respond to website inquiries
Collects Payments and updates account information for childcare parents and Y- members
Complete appropriate paperwork including but not limited to; end-of-shift reports, production records, historical paperwork documentation.
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Complies with all risk management standards to ensure a safe environment, responding to all incidents and following the YMCA incident management
process. -
Attends and participates in assigned staff meetings and special events to provide a collaborative and cohesive approach to the YMCA’s vision and
mission - Assume other duties and responsibilities as assigned by and agreed to by their supervisor to meet the changing needs of the program and/or branch.
YMCA LEADERSHIP COMPETENCIES:
Mission Advancement: Reinforces the Y’s values within the organization and the community. Effectively communicates the benefits and impact of the Y’s efforts for all stakeholders.
Collaboration: Builds and nurtures strategic relationships to enhance support for the Y. Serves as a community leader building collaborations based on trust and credibility to advance the Y’s mission and goals. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for the development of others.
Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves staff at all levels in the development of programs and activities. Ensures execution of plans. Institutes sound accounting procedures and financial controls. Assigns clear accountability and ensures continuous improvement.
Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a sense of urgency and positive tension to support change. 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.
Behavioral Characteristics: Welcoming, Nurturing, Determined, Hopeful, and Genuine.
QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:
- High School Diploma or GED
- Minimum age requirement, 18 years
- Must be accurate and detailed oriented
- 0-1 years of directly related experience
- Strong sense of time management and ability to exercise discretion
- Ability to interact with people from all ethnic background, ages, and lifestyles
- Computer experience including web-based software’s, Microsoft Excel and Word; Traction Rec knowledge is preferred.
WORK SCHEDULE:
The call center operates..
Monday - Friday 6:30 AM - 6:30 PM &
Saturday 8:00 AM - 12:30 PM.
The schedule for this part-time position may require early morning, evening, and weekend responsibilities.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
- Climbing, sitting, standing, pushing, walking, kneeling, and stooping
- Prolonged telephone/computer usage
- Ability to lift up to 25 pounds
The YMCA of Memphis & the Mid-South aims to provide quality and safe youth programs for all. We are committed to making a continuous effort to prevent the abuse of children: verbally, physically, emotionally and sexually. All allegations or suspicions of child abuse are taken seriously and will be reported to the State for investigation with full cooperation from the YMCA of Memphis & the Mid-South.
