Support Center Rep

The YMCA of Snohomish County provides jobs and careers with a cause. Every day, the Y makes a lasting impression in our communities through youth development, healthy living and social responsibility. Our unique work environment constantly changes to adapt to the needs of our communities. We are a non-profit, in the people business. This means that we help members meet a fitness or ability goal, see that children thrive in our child care programs, encourage family togetherness, and give youth an opportunity to learn life skills through water safety, sports, and teen programming.

Our Commitment to Inclusion:
The Y is made up of people of all ages and from every walk of life, working side by side to strengthen communities. Together we work to ensure that everyone, regardless of ability, age, cultural background, ethnicity, faith, gender, gender identity, ideology, income, national origin, race or sexual orientation, has the opportunity to reach their full potential with dignity. Our core values are caring, honesty, respect and responsibility—they guide everything we do.

We look forward to having you on our YMCA team!
*The YMCA is an Equal Opportunity Employer that celebrates diversity at all levels of our organization!

Position Summary:

Promote a positive, professional and welcoming atmosphere by providing excellent customer service and exemplifying our YMCA values. Enthusiastically support members, potential members, and all YMCA stakeholders through our voice and digital support channels. Provide friendly and efficient customer service while answering membership and program questions, conducting account management services, and completing transactions.

Essential Functions:  

• Manage large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue, and explain possible solutions in a way that makes the member feel supported and valued
• Perform account management services, complete transactions, occasionally administer YMCA systems.
• Seize opportunities to upsell YMCA membership and programs
• Assist existing and prospective members regarding their individual membership needs
• Elevate issues and feedback to appropriate staff when necessary. Handle complaints in a courteous manner. Effectively negotiate and resolve customer service problems
• Demonstrate flexibility by assimilating new information quickly, maintaining awareness of changes in procedures and policies, and supporting various YMCA departments

Qualifications:  

• Previous professional experience in membership, marketing and/or sales preferred
• Strong personal computer skills and experience with standard business software
• Must have strong interpersonal, public relations and communications skills.
• Ability to exercise sensitivity in dealing with individuals of diverse socio-economic backgrounds, cognitive and physical abilities as well as individuals of diverse cultural and ethnic backgrounds

Y Culture:

• Build relationships with a diverse membership base in culturally responsive ways, connect members with one another and to the YMCA
• Exhibit Caring, Honesty, Respect and Responsibility
• Complete required training and certifications within established guidelines

Embrace Multi-Team Leader Core Competencies:

Personal Growth:

• Fosters a learning environment embracing diverse abilities and approaches
• Creates a sense of urgency and positive tension to support change
• Anticipates challenges that can sidetrack or derail growth and personal learning
• 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

Physical and Mental Demands:  The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job.

Physical Demands:

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

Mental Demands:

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex problems; may use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with members, staff, volunteers, and others encountered in the course of work, some of whom may be dissatisfied individuals.

Typical Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Typically interaction with others is busy, constant and occasionally interruptive. Work may be demanding at times. May require ability to work irregular hours. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job descriptions represent a general outline of job duties, functions and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and therefore their description may not reflect the precise nature of the position at a given point in time.