Contact Center - Contact Center Specialist and Receptionist

GENERAL FUNCTION

The Contact Center Specialist/Receptionist works under the guidance of the Director of the Contact Center and will provide an exceptional experience by engaging members and program participants via telephone, web chat, or email. This position is responsible for answering the telephone, providing general information about the YMCA, or routing telephone calls to the appropriate person or center. The specialist also greets and handles general inquiries from visitors, and informs other office personnel about visitors or appointment arrivals. The individual will work independently and as part of a team to meet established performance targets. The Contact Center Specialist will be the primary point of contact for potential members, members, and participants who want to register for memberships, programs, and make adjustments to their accounts, or seek general information about various programs and services the Y provides. The specialist will provide high-quality and timely customer service to potential members, members, and program participants. Additionally, special duties and projects will be 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.

Contact Center Specialist

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-workers.

Receptionist

PRINCIPLE RESPONSIBILITIES

This position will be responsible for the following:

1. Routing incoming  telephone calls from the main line in an efficient and courteous manner.
2. Greeting Visitors: Promptly and courteous upon arrival to the Association Office. 
3. Incoming Mail: Receives, dates, sorts and distributes all incoming mail and packages. 
4. Coordinates incoming and outgoi