Contact Center Specialist

GENERAL FUNCTION 

The Contact Center Specialist works under the guidance of the Director of the Contact Center and will provide an exceptional Y experience by engaging members and program participants via telephone, web chat, or email. This individual will work independently and as part of a team to meet the established performance targets.  The Contact Center Specialist will be the primary contact for potential members, members, and participants who want to register for memberships, programs, and make adjustments to their accounts or seek other general information about various programs and services the Y provides.  This individual will provide high quality/timely customer service to potential members, members, and program participants.  Special duties and projects assigned as appropriate. 

KNOW HOW

This position requires a high school diploma or equivalent and previous customer service experience, preferably within a call center environment.   Knowledge of customer service software is helpful. This position requires superior listening, verbal, and written skills.  Bilingual is preferred but not required. (English/Spanish) A high degree of accuracy and attention to detail. It also requires proficiency in word processing, data entry (experience in customer service software is preferred but not required), and the ability to coordinate multiple tasks. Proficiency in Microsoft Word, Excel and Outlook.  The ability to learn related YMCA procedures and processes for this position.   The ability to manage competing demands and adapt to frequent changes events are also required.

PRINCIPLE RESPONSIBILITIES

This position will be responsible for the following:

1. Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution
2. Utilize Listen First Skills to discover and meet the needs of current and potential members/program participants
3. Ability to document all notes and actions in the customer service software and identify and escalate issues to supervisors when needed.
4. The ability to create nurturing positive relationships with potential members, members, and program participants. 
5. Provide high quality, timely service to potential members, members, and program participants by demonstrating exceptional listening skills, problem solving abilities, and follow through.
6. The ability to work and communicate in a positive manner with potential members, members, program participants and co-workers.
7. The ability to multi-task and prioritize tasks. 
8. Ability to exercise poise, tactfulness, diplomacy, and maintain confidentiality
9. Ability to build rapport quickly with potential members, members, program participants and co-worker

PHYSICAL AND MENTAL REQUIREMENTS

• Ability to sit for extended periods of time.
• Ability to adjust focus and concentrate despite frequent interruptions and distractions.
• Ability to prioritize work responsibilities, use time efficiently, manage competing demands, and adapt to frequent changes and unexpected events.
• Ability to demonstrate accuracy and thoroughness and monitor work for quality.
• Ability to communicate positively and effectively with members and employees, volunteers and members of the community.
• Ability t