Member Experience Specialist

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

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.