The Call Center Representative engages members and guests over the phone, responds to their needs, and promotes information on membership and programs. The individual in this role delivers excellent service to all members and program participants and contributes to member sales and retention efforts. Essential Functions / Job Duties:
- Maintain good relations with members and always represent the best interests of the YMCA.
- Schedule tour appointments from membership inquiries and support with converting appointments into new sales.
- Provide excellent service to members and program participants on the phone, contributing to member retention.
- Assist all members, potential members and staff in a courteous, professional and friendly manner.
- Present accurate membership information to potential and existing members. Explain the benefits of YMCA membership and its programs.
- Demonstrate full competency with the Daxko membership system to include proper enrollment, update, and cancellation processing and receiving membership, program, childcare, camp, and child watch payments.
- Follow membership policies and guidelines. Process new memberships, update current memberships, and register members for programs and services, as needed.
- Respond to members' needs. Contact appropriate personnel when necessary and notify supervisor of unusual situations. Handle complaints in a courteous manner.
- Understand financial assistance process and accurately help to identify eligibility.
- Make 30-50 outbound prospecting calls per day
- Support other staff members and departments and assume other responsibilities as mutually agreed upon by supervisor.
- Encourage member involvement in programs (cross selling) and identify potential volunteers.
- Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities.
- Moving members along the continuum from casual, to connected, to committed.
- Provide a highly satisfying member experience and engage members in programs.
- Meet performance measurement through annual giving, major gifts, and/or endowment by telling the Y story and raising charitable dollars to fulfill our mission.
- Contribute and implement innovative ideas to improve membership operations.
- Participate in Annual Community Campaign.
- Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.
- Work a flexible schedule with advanced notice based on hours of operation, special events and position requirements.
- Time Management
- 100% of the time on the phone - Focusing on Call Center key performance indicators and deliverables.
Position Profile:
- Outgoing personality enjoys speaking to people .
- Ability to stay calm during stressful situations
- High level of patience
- Has the creativity and flexibility to navigate difficult conversations
- Has an innate desire to provide excellent customer service.
Qualifications, Skills, and Abilities/ Position Requirements:
- High School degree or equivalent
- Minimum of 1 years of customer service or sales experience
- Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills
- Ability to work independently, and as part of a team
- Ability to multi task and meet deadlines in a fast pace environment
- Organized and detail-oriented.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Must demonstrate a strong desire to serve others and give back to our community.
- A professional, goal driven, self - motivated leader with a positive attitude .
- Ability to problem solve
- Accepts and demonstrates YMCA core values; honesty, respect, car i ng, and responsibility.
- Have a strong work ethic, excellent customer service skills; be punctual and reliable in attendance .
- Excellent computer skills and experience with standard business software i.e. Microsoft Excel and
- Must be able to work flexible hours including evenings, weekends, and holidays.
- Ability to respond to safety and emergency situations.
- Bi-lingual, English, and Spanish language required
- strongcommunication skills
Certificates and Licenses:
- CPR/First Aid and AED certified within 90 days of employment.
As a condition of employment, you will be required to submit to and satisfactorily clear a thorough Level II fingerprinting background screening and drug test. As a Drug-Free Workplace, all new hires must successfully complete a urinalysis within 72 hours of notice. Failure to complete the drug test within this timeframe will automatically disqualify you from employment. Please note Medical Marijuana cards do not exempt you from successfully passing your drug test. The YMCA of South Florida is committed to the policy of Equal Opportunity prohibiting discrimination in the workplace because of race, color, religion, national origin, sexual orientation, political affiliation, age or disability.