Customer Engagement Specialist

2 months ago

Fort Lauderdale, Florida, United States YMCA of South Florida Full time

The Customer Engagement Specialist interacts with members and guests via telephone, addressing their inquiries and promoting information about membership and available programs. This role is pivotal in delivering outstanding service to all members and program participants, thereby enhancing member sales and retention initiatives.

Key Responsibilities:

  • Foster positive relationships with members while consistently representing the YMCA's best interests.
  • Coordinate tour appointments from membership inquiries and assist in converting these appointments into new memberships.
  • Deliver exceptional service to members and program participants over the phone, contributing to member retention efforts.
  • Assist all members, prospective members, and staff in a courteous, professional, and friendly manner.
  • Provide accurate membership information to both potential and existing members, explaining the benefits of YMCA membership and its various programs.
  • Exhibit full proficiency with the Daxko membership system, including proper enrollment, updates, cancellations, and processing payments for memberships, programs, childcare, camps, and child watch services.
  • Adhere to membership policies and guidelines, processing new memberships, updating current memberships, and registering members for programs and services as necessary.
  • Address members' needs promptly, contacting the appropriate personnel when required, and informing supervisors of any unusual situations. Handle complaints with courtesy and professionalism.
  • Understand the financial assistance process and accurately assist in identifying eligibility.
  • Conduct 30-50 outbound prospecting calls daily.
  • Support colleagues and other departments, taking on additional responsibilities as mutually agreed upon with supervisors.
  • Encourage member participation in programs (cross-selling) and identify potential volunteers.
  • Engage with members enthusiastically by learning their names and showing interest in their YMCA activities.
  • Guide members along the continuum from casual engagement to committed involvement.
  • Ensure a highly satisfying member experience and actively engage members in programs.
  • Achieve performance metrics through annual giving, major gifts, and/or endowment by sharing the YMCA story and raising charitable funds to support our mission.
  • Contribute innovative ideas to enhance membership operations.
  • Participate in the Annual Community Campaign.
  • Comply with all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisors.
  • Work a flexible schedule with prior notice based on operational hours, special events, and position requirements.
  • Exhibit effective time management skills.
  • Spend 100% of the time on the phone, focusing on key performance indicators and deliverables for the Call Center.
Position Profile:
  • Outgoing personality with a passion for engaging with people.
  • Ability to maintain composure in stressful situations.
  • High level of patience and understanding.
  • Creativity and flexibility in navigating challenging conversations.
  • Innate desire to provide exceptional customer service.
Qualifications, Skills, and Abilities:
  • High School diploma or equivalent.
  • Minimum of 1 year of experience in customer service or sales.
  • Ability to professionally address challenging member situations and conflicts, demonstrating excellent interpersonal skills.
  • Capability to work independently as well as collaboratively within a team.
  • Proficient in multitasking and meeting deadlines in a fast-paced environment.
  • Organized and detail-oriented.
  • Ability to relate effectively to diverse groups from all social and economic backgrounds.
  • Strong desire to serve others and contribute to the community.
  • Professional, goal-oriented, self-motivated individual with a positive attitude.
  • Problem-solving skills.
  • Commitment to YMCA core values: honesty, respect, caring, and responsibility.
  • Strong work ethic, excellent customer service skills, punctuality, and reliability.
  • Proficient computer skills and experience with standard business software, such as Microsoft Excel.
  • Willingness to work flexible hours, including evenings, weekends, and holidays.
  • Ability to respond effectively to safety and emergency situations.
  • Fluency in English and Spanish is required.
  • Strong communication skills.
Certificates and Licenses:
  • CPR/First Aid and AED certification required within 90 days of employment.
As a condition of employment, candidates must successfully complete a thorough Level II fingerprinting background screening and drug test.

The YMCA of South Florida is committed to equal opportunity and prohibits discrimination in the workplace based on race, color, religion, national origin, sexual orientation, political affiliation, age, or disability.

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