Contact Center Specialist

2 months ago

Indianapolis, United States Indymca Full time

Association Office - 6610 N Shadeland Ave Indianapolis, IN 46220, Indianapolis, Indiana, United States of America Job Description

Posted Tuesday, February 13, 2024 at 5:00 AM | Expires Thursday, March 14, 2024 at 3:59 AM Welcome to the YMCA of Greater Indianapolis There has never been a better time to join the YMCA of Greater Indianapolis Our employees enjoy a diverse & inclusive environment and the opportunity to do cause-driven work to impact our communities through Youth Development, Healthy Living & Social Responsibility. If you are interested and have the skills and desire to make a difference, please continue by completing our online application. Thank you for your interest in our Y • Free Y Membership for Household • 20 Hours of Free Childcare Per Week (While Working) • Program Discount for Self and Household • Some Certifications Provided • Employee Benefits Hub (discounts on goods and services) • Employee Assistance Program including legal, financial, and mental health resources • Life, Medical, Dental, Vision Insurance/Health Savings or Flexible Spending Account 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: Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution Utilize Listen First Skills to discover and meet the needs of current and potential members/program participants Ability to document all notes and actions in the customer service software and identify and escalate issues to supervisors when needed. The ability to create nurturing positive relationships with potential members, members, and program participants. Provide high quality, timely service to potential members, members, and program participants by demonstrating exceptional listening skills, problem solving abilities, and follow through. The ability to work and communicate in a positive manner with potential members, members, program participants and co-workers. The ability to multi-task and prioritize tasks. Ability to exercise poise, tactfulness, diplomacy, and maintain confidentiality Ability to build rapport quickly with potential members, members, program participants and co-workers. It is the policy of the YMCA of Greater Indianapolis to provide equal employment opportunity to employees and candidates for employment. Accordingly, there shall be no discrimination against any employee or candidate for employment due to race, color, religious creed, sex, national origin, age, citizenship, disability or against disabled veterans and veterans of the Vietnam era. This policy is applicable to the policies governing recruitment, hiring and placement, promotion, training, compensation, employment environment, and separation or termination. Compliance with this policy is the personal responsibility of all personnel, especially those whose duties are related to the hiring of new employees and the status or tenure of current employees. Further, as an Equal Opportunity Employer, the company will cooperate fully in the implementation of applicable laws and executive orders. Job Function

CLER2 Pay Type

Hourly Hiring Min Rate

15.52 USD Hiring Max Rate

19.4 USD Association Office - 6610 N Shadeland Ave Indianapolis, IN 46220, Indianapolis, Indiana, United States of America

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