Member Experience Representative

YMCA of Greater Louisville; Shawnee (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

YMCA of Greater Louisville is seeking a Call Center Agent to join our Member Experience Center in Kentucky. This role handles member inquiries via phone, chat and email, assists with registrations and account changes, and aims to deliver an exceptional Y Experience with first-call resolution.

We value strong listening and communication skills, a commitment to nonprofit service, and the ability to multitask in a fast-paced environment. Bilingual English/Spanish is preferred but not required.

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience preferred, especially in call center environments.
• Strong listening, verbal and written communication skills.

Responsibilities

• Answer inquiries via telephone, web chat or email to help members register for memberships or programs.
• Assist with account adjustments and general information requests.
• Provide first-call resolution and document interactions in the system(s).
• Demonstrate YMCA values and foster a positive, welcoming member experience.
• Coordinate with team to meet or exceed performance goals and service metrics.

Skills

Customer service

Communication

Multitasking

Conflict resolution

Attention to detail

Teamwork

Listening

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

As the nation's leading nonprofit organization committed to strengthening communities through youth development, healthy living and social responsibility, the Y offers more than just a job. We offer you a chance to make a lasting difference in your community.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.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.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.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.The YMCA of Greater Louisville is an equal-opportunity employer committed to diversity and inclusion. We encourage applications from all qualified individuals regardless of race, ethnicity, religion, gender, gender identification, sexual orientation, age, or disability status.