YMCA: Contact Agent

Title: Contact Agent

Location: YMCA of Metro Atlanta Offices

Supervisor: Director Membership/Marketing

Department: Membership

GENERAL FUNCTIONS:

Under the supervision of the Director of Membership and Marketing, the Contact Agent’s primary responsibility is to provide first rate customer service to members and guests on the YMCA website. The Contact Agent will be empathetic with people of all ages and technical competency in their search for Y related information. Every effort will be made to uphold the Y’s long standing character values of honesty, caring, respect and responsibility. The Contact Agent will also communicate in a voice consistent with the following Y-USA brand attributes: welcoming, genuine, hopeful, nurturing, and determined.

KNOW HOW:

1. High school degree or GED required
2. Bi-lingual (English/Spanish) preferred
3. Excellent knowledge of computers, MS Office (Word and Excel) and Internet Explorer.  Ability to learn new software and search techniques quickly. Excellent keyboard skills (typing and 10-key).  Ability to process 60 wpm or more preferred.  Familiarity with online chat software a plus.  SPIRIT certification preferred.
4. Strong conflict/resolution and analytical skills.
5. Excellent written (spelling, punctuation and grammar) and verbal communication skills.  Adept at communicating the value of belonging to the Y.
6. Outstanding telephone skills including friendliness, tone of voice, courtesy and correct grammar.
7. Strong interpersonal skills and the ability to work effectively as part of a team.
8. Ability to handle multiple tasks, work independently, problem solve and possess effective time management skills.
9. Ability to learn quickly and adapt to changing environments.

• A minimum of 2 years’ experience in work relating to customer service, paid or volunteer preferred.
• Available to consistently work at least two, four-hour shifts in one week. MUST be able to work nights!
• Must complete the SPIRIT POS training and the YMCA of Metro Atlanta Contact Agent training within first 30 days of employment (contingent on availability of trainings).
• Pass the state of Georgia criminal background check and drug screening.

ESSENTIAL FUNCTIONS:

1. Read, resolve, and respond to customer inbound emails. Reply to emails describing the issue resolution to the customer.
2. Perform customer service via online, real-time chat as requested.
3. Make outbound calls to complete issue resolution if needed.
4. Answer in-bound calls and provide resolution (route calls to appropriate place, provides answers, escalate priority issues).  Follow-up customer calls when necessary.
5. Track all customer calls, tickets, chats and issue resolution in contact center software.
6. Resolve customer issues from customers regarding a variety of issues and answer questions or perform the requested actions on customer accounts. Issues may involve membership, access privileges, online accounts, program registration, billing inquiries, complaints and others.
7. Resolve issues, restore customer satisfaction, and offer additional opportunities and services to the customer, when appropriate.
8. Perform account research and request account/billing changes to resolve customer issues.
9. Must be able to remain seated for 2 – 3 hours at a time and over a 4 hour day.
10. Must be available to work alternate schedule, evenings, weekends, and holidays if assigned.
11. Ability to communicate the overall value of belonging to the Y as well as the benefits of the branch and the Y as a whole.
12. Be technically proficient at selling both memberships and programs in SPIRIT.
13. Arrive to work on time and adhere to dress expectations.
14. Knowledge of the YMCA of Metro Atlanta and the programs and services provided.
15. Stay educated and up-to-date on current issues regarding all Y programs and events on both branch and association levels.
16. Maintain privacy requirements by not sharing personal information about members and participants including but not limited to phone numbers, addresses, program participation, financial information and personal/financial situations.
17. Knowledge of and compliance with the YMCA of Metro Atlanta risk and safety guidelines/best practices and branch emergency procedures.
18. Attend all required staff meetings and trainings, included but not limited to SPIRIT POS, Facility Tour training and THE COACH APPROACHÒ for Membership.
19. Perform team assignments associated with the annual Why It Matters Giving Campaign.
20. Other duties as assigned.

EFFECT ON END RESULT:

This position has a direct impact on the continued effectiveness of the YMCA’s presence online as well as in the community.  This effectiveness can be measured by:

1. The perceived quality of customer service by the members and participants based on verbal feedback.
2. Members/participants receive requested information regarding membership, programs and the Y in general quickly and efficiently.
3. Positive results related to information acquisition and member satisfaction.
4. Members/participants are communicated with in a voice consistent with the Y-USA brand attributes: welcoming, genuine, hopeful, nurturing and determined.

ERGONOMIC REQUIREMENTS:

Bending, stooping, standing, lifting, seeing, hearing, – 80% keyboard input, sitting.

Hours: Part-time, non-exempt

Please apply using the link below:

http://chj.tbe.taleo.net/chj05/ats/careers/requisition.jsp?org=YMCAPASS&cws=4&rid=4002