Job Description

Overview

The Y is the leading nonprofit organization committed to strengthening community by connecting all people to their potential, purpose and each other.  Working together, we focus on empowering young people, improving health and well-being, and inspiring action in and across communities. At the Y, you can channel your passion into a lifelong career helping deliver positive change. Character is what counts at the Y, where our values – caring, honesty, respect and responsibility – define our organizational culture.  When you join our Y team, you will be guaranteed a network of compassionate people who will support you in reaching your professional and personal goals.

The Call Center Agent at our Member Experience Center will provide an exceptional Y Experience by engaging members via telephone, web chat or email.  As part of the Y’s primary contact team, you will serve current and potential members who want to register for membership, programs, make adjustments to their accounts or seek other general information about the various programs and services the Y provides.  The Call Center Agent will work independently and as part of a team to meet/exceed established performance targets.

Job Skills / Requirements

ESSENTIAL RESPONSIBILITIES:

• Uphold the mission of the YMCA and demonstrate behaviors that reflect a determined, nurturing, genuine, hopeful and welcoming nature
• Model the YMCA character and values of Caring, Honesty, Respect and Responsibility through your actions and conversations
• Create an awesome Y Experience by responding to telephone, web chat or email inquiries with enthusiasm, care and tact
• Utilize Listen First Skills to discover and meet the needs of current and potential members/program participants
• Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution
• Work individually and as a team to meet/exceed established performance goals (i.e., availability, quality calls, first-call resolution, etc.)
• Document all notes and actions taken in the appropriate system(s)
• Identify and escalate issues to supervisors, as needed
• Adhere to scheduled shift start and break times to optimize availability
• Make the Y a happy place by nurturing positive relationships with members, program participants, volunteers and staff

KNOW HOWS/MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• Previous customer service experience, with preference given to call center environment.
• Superior listening, verbal and written skills
• Proficient in computer skills, including Microsoft Office
• A strong commitment to nonprofit, mission-based work
• Ability to work and communicate in a positive manner
• Must be able to multi-task, problem solve and prioritize tasks
• Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality
• Exemplifies YMCA values, leadership qualities and professional image.
• Enjoys building genuine relationships and is able to build rapport and credibility quickly. Genuinely cares about helping other reach their full potential
• Energetic spirt, with ability to work flexible hours, including evenings and weekends
• Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Embraces change and the opportunity to perform other related duties as assigned
• Bilingual (English/Spanish) is desired, but not required. Additional compensation may be considered for fluent spoken and written Spanish

IMPACT ON THE END RESULT:

• This position will have a positive impact on the overall organizational effectiveness by providing an exceptional Y Experience, which in turn helps ensure successful mission delivery through membership, programs and other supportive services in the community.
• The effectiveness of this position is measured by consistently meeting/exceeding established member services performance goals (availability, quality calls, first-call resolution, etc.), as well as the sound fiscal position of the organization.

 STATUS:  Part-Time, Non-Exempt

STARTING SALARY: $12.50/hour (minimum starting salary)

Education Requirements (Any)

High school diploma or equivalent
Previous customer service experience, with preference given to call center environment
Bilingual (English/Spanish) is desired, but not required. Additional compensation may be considered for fluent spoken and written Spanish

Additional Information / Benefits

The YMCA of Greater Louisville maintains a strong commitment to training and professional development. As a new YMCA team member you will receive a community wide individual membership upon completion of the New Employee Orientation, program discounts, and participation in the YMCA retirement fund.

Equal Opportunity Employer

Benefits: Community Wide Individual Membership