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YMCA of Greater Louisville is Hiring a Call Center Agent Near Louisville, KY
GENERAL SUMMARY:
The Y is the leading nonprofit organization committed to strengthening community by connecting all people to their potential, purpose and each other. Working together, we focus on empowering young people, improving health and well-being, and inspiring action in and across communities. At the Y, you can channel your passion into a lifelong career helping deliver positive change. Character is what counts at the Y, where our values – caring, honesty, respect and responsibility – define our organizational culture. When you join our Y team, you will be guaranteed a network of compassionate people who will support you in reaching your professional and personal goals.
The Call Center Agent at our Member Experience Center will provide an exceptional Y Experience by engaging members via telephone, web chat or email. As part of the Y’s primary contact team, you will serve current and potential members who want to register for membership, programs, make adjustments to their accounts or seek other general information about the various programs and services the Y provides. The Contact Center Agent will work independently and as part of a team to meet/exceed established performance targets.
- Uphold the mission of the YMCA and demonstrate behaviors that reflect a determined, nurturing, genuine, hopeful and welcoming nature.
- Model the YMCA character and values of Caring, Honesty, Respect and Responsibility through your actions and conversations.
- Create an awesome Y Experience by responding to telephone, web chat or email inquiries with enthusiasm, care and tact.
- Utilize Listen First Skills to discover and meet the needs of current and potential members/program participants.
- Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution.
- Work individually and as a team to meet/exceed established performance goals (i.e., availability, quality calls, first-call resolution, etc.).
- Document all notes and actions taken in the appropriate system(s).
- Identify and escalate issues to supervisors, as needed.
- Adhere to scheduled shift start and break times to optimize availability.
- Make the Y a happy place by nurturing positive relationships with members, program participants, volunteers and staff.
- High school diploma or equivalent.
- Previous customer service experience, with preference given to call center environment.
- Superior listening, verbal and written skills.
- Proficient in computer skills, including Microsoft Office.
- A strong commitment to nonprofit, mission-based work.
- Ability to work and communicate in a positive manner.
- Must be able to multi-task, problem solve and prioritize tasks.
- Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality.
- Exemplifies YMCA values, leadership qualities and professional image.
- Enjoys building genuine relationships and is able to build rapport and credibility quickly. Genuinely cares about helping other reach their full potential.
- Energetic spirt, with ability to work flexible hours, including evenings and weekends, as well as overtime.
- Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Embraces change and the opportunity to perform other related duties as assigned.
- Bilingual (English/Spanish) is desired, but not required. Additional compensation may be considered for fluent spoken and written Spanish.
- This position will have a positive impact on the overall organizational effectiveness by providing an exceptional Y Experience, which in turn helps ensure successful mission delivery through membership, programs and other supportive services in the community.
- The effectiveness of this position is measured by consistently meeting/exceeding established member services performance goals (availability, quality calls, first-call resolution, etc.), as well as the sound fiscal position of the organization.
Job Summary
Full Time
Civic & Environmental Advocacy
$33k-43k (estimate)
06/12/2024
08/11/2024
ymcalouisville.org
PROSPECT, KY
1,000 - 3,000
1853
$5M - $10M
Civic & Environmental Advocacy
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About YMCA of Greater Louisville
OUR MISSION To put Christian principles into practice through programs that build healthy spirit, mind and body for all. OUR CAUSE At the Y, strengthening community is our cause. Every day, we work side-by-side with our neighbors to make sure that everyone, regardless of age, income or background, has the opportunity to learn, grow and thrive. WHO WE ARE We are the nation's leading nonprofit commited to strengthening communities through youth development, healthy living and social responsibility.
The job skills required for Call Center Agent include Customer Service, Call Center, Listening, Leadership, etc. Having related job skills and expertise will give you an advantage when applying to be a Call Center Agent. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Call Center Agent. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Call Center Agent positions, which can be used as a reference in future career path planning. As a Call Center Agent, it can be promoted into senior positions as a Contact Center Representative III - Inbound that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Agent. You can explore the career advancement for a Call Center Agent below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Agent, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Agent for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Agent job description and responsibilities
Call center agents are at the frontline of providing solutions to customers’ problems.
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Call center agents need a cache of polite phrases to use when talking with customers.
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Make sure agents are aware of the call length and offer to call customers back so as to not keep them waiting.
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Manage difficult customer situations and transfer calls to appropriate persons when necessary.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Agent jobs
A call center agent performs a number of functions that are more than just picking up calls.
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Learn to deal with angry customers.
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Problem-Solving and Flexibility.
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Use a Calm Soothing Tone of Voice.
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Step 3: View the best colleges and universities for Call Center Agent.
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