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Call Center Agent-Full Time-YMCA of the Triangle

Company: YMCA of the Triangle
Location: Raleigh
Posted on: June 12, 2021

Job Description:

POSITION SUMMARY:

Under the supervision of the Call Center Manager, 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 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 and policies established by the administrative staff, governing committees and Board of Directors of the YMCA.


ESSENTIAL FUNCTIONS:

  • 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.
  • Answers incoming telephone calls, provides information and routes calls according to procedure, and track data for reporting purposes.
  • Assists with inquiries, provides product and program info, 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 customers with, including but not limited to, inquiries regarding on-line account and program registration.
  • 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.
  • Works closely with branch staff to ensure business processes are current at the Welcome Center in order to remain efficient.
  • Attends meetings and trainings to increase and maintain knowledge base.
  • Other duties and responsibilities 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 staff capacity.
  • 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.

Keywords: YMCA of the Triangle, Raleigh , Call Center Agent-Full Time-YMCA of the Triangle, Other , Raleigh, North Carolina

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