MSC Contact Agent Job at Metro Atlanta YMCA
As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state.
At the Y, we’re an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone - especially children - experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.
The opportunities to serve are vast, and we’re looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY, to join us and do their best work. Our commitment to diversity and inclusion is reflected in our people, our members, and our partners. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.
As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest, most nimble and essential nonprofits in Atlanta. Mission-bound to serve, we are an organization designed to meet all people where, how and when they need us. In times of peace, we are a catalyst for connection; in times of crisis, a source of comfort and security. Join us as we carry out our commitment to positively impact lives and communities across the state.
The opportunities to serve are vast, and we’re looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY, to join us and do their best work.
Our commitment to diversity and inclusion is reflected in our people, our members, and our partners. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.
The opportunities to serve are vast, and we’re looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY, to join us and do their best work.
Our commitment to diversity and inclusion is reflected in our people, our members, and our partners. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.
- Under the supervision of the Assistant Director, Member Service Center, the Contact Agent’s primary responsibility is to provide first rate customer service to members and guests on the YMCA website via online real-time chat. 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. This is not a remote position. All applicants hired will be required to work in office.
- 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.
- Strong conflict/resolution and analytical skills.
- Excellent written (spelling, punctuation and grammar) and verbal communication skills. Adept at communicating the value of belonging to the Y.
- Outstanding telephone skills including friendliness, tone of voice, courtesy and correct grammar.
- Strong interpersonal skills and the ability to work effectively as part of a team.
- Ability to handle multiple tasks, work independently, problem solve and possess effective time management skills.
- 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!
- This is not a remote position. All applicants hired will be required to work in office.
- 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).
- High school degree or GED required.
- Must pass a background check and drug screening.
Ongoing Responsibilities:
- Read, resolve, and respond to customer inbound emails. Reply to emails describing the issue resolution to the customer.
- Perform customer service via online, real-time chat as requested.
- Make outbound calls to complete issue resolution if needed.
- Answer in-bound calls and provide resolution (route calls to appropriate place, provides answers, escalate priority issues). Follow-up customer calls when necessary.
- Track all customer calls, tickets, chats and issue resolution in contact center software.
- 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.
- Resolve issues, restore customer satisfaction, and offer additional opportunities and services to the customer, when appropriate.
- Perform account research and request account/billing changes to resolve customer issues.
- Must be able to remain seated for 2 - 3 hours at a time and over a 4 hour day.
- Must be available to work alternate schedule, evenings, weekends, and holidays if assigned.
- 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.
- Be technically proficient at selling both memberships and programs in SPIRIT.
- Arrive to work on time and adhere to dress expectations.
- Knowledge of the YMCA of Metro Atlanta and the programs and services provided.
- Stay educated and up-to-date on current issues regarding all Y programs and events on both branch and association levels.
- 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.
- Knowledge of and compliance with the YMCA of Metro Atlanta risk and safety guidelines/best practices and branch emergency procedures.
- Attend all required staff meetings and trainings, included but not limited to SPIRIT POS, Facility Tour training and THE COACH APPROACH Ò for Membership.
- Perform team assignments associated with the annual Why It Matters Giving Campaign.
- Other duties as assigned.
YMCA LEADERSHIP COMPETENCIES (Leader):
- Mission Advancement
- Collaboration
- Operational Effectiveness
- Personal Growth
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:
- The perceived quality of customer service by the members and participants based on verbal feedback.
- Members/participants receive requested information regarding membership, programs and the Y in general quickly and efficiently.
- Positive results related to information acquisition and member satisfaction.
- Members/participants are communicated with in a voice consistent with the Y-USA brand attributes: welcoming, genuine, hopeful, nurturing and determined.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
Physically perform all skills required of a Contact Agent.
Bending, stooping, standing, lifting, seeing, hearing - 80% keyboard input, sitting.
Location:
Metro Atlanta YMCA
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.