Contact Center Agent

Your voice is the first step in someone’s Y journey — make it count! Apply for Contact Center Agent today!

• Please note this position is in-office in Crown Point, Indiana.

POSITION SUMMARY: The Contact Center Agent serves as the first point of contact for members and prospective members at the Crossroads Engagement Center. This role is responsible for managing a high volume of inbound customer service calls, providing accurate information, and ensuring a high-quality member experience. The agent is also expected to conduct outbound engagement calls to current and potential members, supporting retention efforts, collecting feedback, and promoting program growth initiatives.

ESSENTIAL FUNCTIONS:

• Model and communicate the mission, vision, and values of the Crossroads YMCA in all interactions.
• Respond to inbound calls with professionalism, accuracy, and empathy; efficiently resolving member inquiries and concerns.
• Conduct outbound calls to welcome new members, follow up on inquiries, and promote relevant programs and services.
• Provide clear and accurate information about memberships, billing, policies, and YMCA offerings, including branch-specific programs.
• Support members in achieving their goals by identifying their interests and matching them with appropriate programs, services, or member connections.
• Foster satisfaction and retention by building rapport, delivering personalized service, and proactively engaging with members beyond transactional interactions.
• Communicate membership options and perks to encourage upgrades and long-term retention.
• Maintain accurate documentation of all member interactions and escalate complex or unresolved issues as appropriate.
• Monitor and respond to member account alerts professionally and respectfully.
• Consistently achieve or exceed individual and team performance metrics and service standards.
• Proactively make outbound calls during slower periods to support engagement and retention efforts.
• Inform supervisors or directors of unusual situations or unresolved member concerns in a timely manner.
• Ensure compliance with all YMCA membership policies and procedures.
• Be knowledgeable and supportive of the YMCA annual support campaign.
• Complete all required compliance and professional development training annually or as assigned.
• Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent required.
• Minimum 1 year of customer service or call center experience; sales experience preferred.
• Minimum required 18 hours worked per week or minimum 3 shifts per week.
• Excellent interpersonal communication, problem-solving skills, and ability to multitask in a fast-paced environment.
• Passion for delivering outstanding service and building relationships.
• Familiarity with YMCA programs and services is a plus.
• Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
• Adept computer skills with CRM experience.
• Desire and ability to work with people of all ages and backgrounds.

YMCA COMPETENCIES (Leader):

The National YMCA Mission:

“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”

Caring: Demonstrates kindness and empathy in daily interactions. Welcomes all and builds positive relationships with members and teammates.

Honesty: Acts with integrity, keeps commitments, and communicates truthfully.

Respect: Treats others with dignity and listens with empathy. Welcomes all backgrounds and identities.

Responsibility: Follows through on tasks and takes ownership of behavior and results

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Visual, auditory, and verbal ability to communicate effectively.
• Must have high level of alertness, concentration, and initiative.
• Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
• Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health.
• Maintain a neat and professional appearance at all times.