Call Center Agent-YMCA of the Triangle

POSITION SUMMARY: 

Under the supervision of the Customer Success Team’s Call Center Director, the Call Center Agent is responsible for providing premier customer service from the call center to our members, participants and branch/camp team members. These responsibilities include answering phone and email inquiries, resolving problems, fulfilling requests, making recommendations, maintaining and updating databases, tracking incoming calls and assisting with online/website system troubleshooting. They are responsible for managing these functions in accordance with the stated mission, goals, and policies established by the administrative staff, governing committees, and Board of Directors of the YMCA. 

Job Schedule: Hours - Monday; Tuesday; Wednesday; Thursday; Friday  9:00am - 6:00pm

                                        Remote position - Must live in the Triangle area

ESSENTIAL FUNCTIONS: 

• Answers incoming telephone calls, provides appropriate and correct information, or route calls according to expected processes. Recording call data for KPI monthly reports individually and to meet department goals and expectations on reporting. 
• Assists with customer inquiries, provides product and program information, and resolves service issues via telephone and email; receives and makes inbound/outbound calls from internal and external customers. 
• Properly uses Personify software to assist customer with, including but not limited to, inquiries regarding online account and program registrations. 
• Assists in collections of insufficient funds for the Association. 
• Understands all YMCA program and membership offerings, business policies and procedures, and online business necessary to communicate with customers. 
• Contributes to the team effort by accomplishing related goals as needed. 
• Provides solutions by following best practices, processes, and procedures. 
• Enhances department reputation by accepting ownership for new and different requests; explores opportunities to add value to job accomplishments. 
• Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations. Maintains regular, clear, and concise communication within area of responsibility. 
• Attends meetings and trainings to increase and maintain knowledge base. 
• Other duties and responsibilities as assigned by Supervisor and Business Team. 

QUALIFICATIONS: 

• Must have a minimum experience of 1-2 years working in a call center environment in a customer service or consultative sales position or a minimum experience of 1-2 years working in a YMCA or similar environment. 
• Must live in or within proximity to the Association Resource Center in Raleigh, NC. 
• Requires the ability to stay focused and motivated with minimal supervision.   
• Requires a stable internet connection with High-Speed Internet (>25 mbps) that is necessary for handling calls and accessing online systems.   
• Must have working space that is free from distractions and noise to ensure clear communication with customers. 
• Ability to commute to office on occasion for pre-scheduled meetings, trainings, or in-person registration events or if there is a disruption where work cannot be completed remotely. 
• Excellent oral and written communication skills, and strong active listening skills with a demonstrated ability to interact effectively. 
• Exhibits a customer centered approach, with the ability to assist internal and external customers in a professional manner via telephone and email. 
• Excellent organizational and problem-solving skills, and ability to accurately resolve complex issues in a fast paced, changing environment. 
• Must have strong computer skills and a working knowledge of CRM database software systems. 
• Proficient in Microsoft Office; Word, Excel, Outlook and have a working understanding of the web and online platforms (Explorer, Chrome, Foxfire, etc.). 
• Must be professional, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers. 
• Ability to work cooperatively as a team to accomplish department goals and KPIs. 
• Ability to provide feedback regarding potential process improvement ideas. 
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community. 
• Multi-lingual desired but not required. 

WORK ENVIRONMENT & PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.  The employee frequently is required to sit and reach, and must be able to move around the work environment.  

• The employee must occasionally lift and/or move up to 10 pounds.   
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. 
• The noise level in the work environment is usually moderate.  
• Occasional night and weekend work as needed: shifts may vary according to branch hours of operation.