Call Center Specialist

7 days ago

Tampa, Florida, United States Sulphur Springs YMCA Full time
Job Summary

The Sulphur Springs YMCA is seeking a highly motivated and customer-focused individual to join our team as a YES Center Call Center Specialist. This role is responsible for providing exceptional customer service to our members and program participants through inbound and outbound calls, while also supporting the growth and optimization of our programs and services.

Key Responsibilities
  • Respond to inbound calls and provide accurate and timely information to members and program participants regarding general inquiries, membership, programs, and events.
  • Learn and follow published Standard Operating Procedures (SOPs) to optimize support for members, program participants, and Family Center staff.
  • Provide excellent customer service and enhance the YMCA experience for guests, members, program participants, and staff.
  • Report membership, program, or process concerns, as well as unusual situations or unresolved issues to supervisor.
  • Collaborate with team members to achieve common goals and objectives in a fast-paced and constantly changing environment.
  • Perform outbound calls to increase program fulfillment, membership sales, renewals, and other initiatives as developed by Operations.
  • Assist with other projects as needed and participate in all staff meetings and/or related meetings.
  • Adhere to all policies, guidelines, rules, and best practices as outlined by the Sulphur Springs YMCA or directed by supervisor.
Requirements
  • High school degree or equivalent required; Associate's degree preferred.
  • Excellent verbal, interpersonal, and problem-solving skills.
  • Ability to work in a fast-paced and constantly changing environment.
  • Ability to multi-task and prioritize tasks effectively.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Ability to handle conflict professionally and manage conflict resolution in a timely manner.
  • Previous customer service, sales, or related experience.
  • Knowledge of computers and ability to learn software applications.
  • Ability to work flexible hours, including evenings, weekends, and holidays.
  • Able to learn and understand YMCA membership operating system and call center software.
Certifications/Trainings
  • Must obtain within 30 days of employment and maintain current certifications in CPR, First Aid, AED, and Oxygen Administration.
  • Maintain other required certifications as stated in the training matrix.
Physical Demands
  • While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device.
  • Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting.
  • The employee frequently is required to sit and reach, and must be able to move around the work environment.
  • Ability to lift and move a minimum of 30 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
  • Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat, and cold.
  • The noise level in the work environment is usually moderate.
  • This position may require availability to work flexible hours, including evenings, weekends, and holidays as needed.

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