Under the direction of the YMCA Engagement and Solutions Center (YES Center) Call Center Director, the YES Center Call Center Specialist will be responsible for receiving inbound and performing outbound calls that support Family Center operations and enhance the member/program participant’s experience by assisting with general inquiries, performing business functions such as membership sales, cancels and adjustments, program registrations, collection of failed drafts and updating account information. When launched, outbound calls will support YMCA growth in areas of program fulfillment and optimization, member satisfaction and value added, process improvement and member retention.

The YES Center will be open extended hours to support the Call Center and Family Centers. Hours of operation may vary depending on need. Hours of operation will include early mornings, evenings, weekends and holidays. Ability to work shifts and hours is a necessity.

Critical areas of expertise include:

• Knowledge of computers and ability to learn software applications
• Excellent verbal, interpersonal and problem-solving skills
• Working well in team environment
• Highly organized and able to multi-task

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

YMCA Engagement and Solutions Center Call Center

• Responsible for effectively communicating information to callers regarding general inquiries, Family Center information, membership, programs, and events.
• Responsible for learning and following published SOP’s in order to optimally support members, program participants and Family Center staff.
• Provides excellent customer service and enhances the YMCA experience to guests, members, program participants, and staff.
• Reports membership, program, or process concerns, as well as unusual situations or unresolved issues to supervisor.
• Ability to work towards common goals and objectives in a collaborative and team-centered environment.
• When launched, will perform outbound calls to increase program fulfillment, membership sales, renewals, and other initiatives as developed by Operations.
• Perform all duties, tasks and projects as assigned by supervisor.
• Assists with other projects as needed and participates in all staff meetings and/or related meetings.
• Adheres to all policies, guidelines, rules, and best practices as outlined by the Tampa Metropolitan Area YMCA or directed by supervisor.