YMCA of Greater Seattle Call Center Rep / Bilingual Association Support Center Navigator/Part Time in Seattle, Washington
Our Commitment to Equity
The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.
The YMCA of Greater Seattle is committed to providing a positive atmosphere that prioritizes safety and inclusivity for all employees. The YMCA of Greater Seattle has implemented safety standards and protocols related to preventative health measures based on CDC and local health department guidelines .
Our Mission at the YMCA of Greater Seattle is to build a community where all people, especially the young can achieve their fullest potential in spirit, mind and body.
We have an awesome opportunity to serve as a the very first step in achieving that mission. We have an opening for the critical position of the Bilingual Association Support Center Navigator. In this role, you will represent and be the voice of the YMCA of Greater Seattle to current and prospective members, program participants, donors and the community. Working collaboratively with internal departments you will understand the ins and outs of YMCA of Greater Seattle programs and services and delight customers with your wealth of knowledge, exceptional customer service and unwavering positivity.
The successful candidate willlove working in a fast-paced, solutions-oriented environment that promotes and values critical thinking, problem solving, and collaboration. You will excel at customer service and engagement through written and verbal communication in multiple languages, including answering incoming calls and responding to emails with the potential for sales- and retention-related outreach in the future. You will understand, implement and upholdStandard Operating Procedures for all policies and programming of YGS.
Most work is performed in a normal YMCA Branch or Association (corporate) office environment. However, this position may work remotely due to the Covid-19 pandemic. We will continue to seek guidance from local public health agencies and reserve the right to make adjustments to work location as needed.
Specific duties include:
Receive a high volume of customer phone calls, email and chats and respond in a timely, professional and accurate way
Provide positive interactions with members and participants as well as motivational support and guidance focusing on whole person health
Research and diagnose complex issues and assist members, donors, participants, and prospects with program registrations, membership inquiries, donations, connections to social impact resources and other YMCA-related questions and concerns
Use organizational policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
Process monetary transactions and perform data entry into the organization’s internal databases with a high degree of accuracy.
Provide guidance and support for assigned at-risk members
Conduct follow-up on prospects who have not joined, donated or enrolled
Follow up on survey feedback
Write and document support tickets and constituent feedback to share with leadership
Demonstrate a commitment to excellence by meeting all stated team goals and individual performance standards – which may include: time on call, quality, sales and others as determined.
Attend mandatory training sessions to stay updated on customer service, program or organizational policy changes
Other duties as assigned.
Work Environment: Most work is performed in a normal YMCA Branch or Association (corporate) office environment. However, this position may work remotely due to the Covid-19 pandemic. We will continue to seek guidance from local public health agencies and reserve the right to make adjustments to work location as needed.
You should be 18 years of age or older and have:
One or more years of call center experience similar or related experience that includes interacting with customers by telephone, chat and email (telemarketing, sales, retail, reception, customer service representative, etc.).
High school diploma or equivalent. Other applicable education, training, and experience, which provide the knowledge, abilities, and skills necessary to perform effectively in the position will be considered.
Exceptional customer service skills, responding to multiple questions via phone and email
Must be comfortable with a high volume of outbound calls and emails.
Strong computer skills and experience working with database software and word processing
Strong attention to detail; organized and efficient
Ability to work evenings and weekends.
Ability to fluently communicate verbally and written in English and strongly prefer any other language (Spanish,Vietnamese, Russian, Somali, Chinese, Korean, Ukrainian, Amharic or Punjabi).
Prefer knowledge of and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
If working remotely, this job requires sufficient high-speed internet connection to support the duties of the job, including phone and video calls, shared file upload and download, and webform access.
You'll be a great fit for the Seattle Y if you:
Thrive on working in a collaborative environment
Are very adaptable
Have high ownership and strong work ethic
Are a great problem solver who can think on your feet
Passionate about creating solutions for customers
Truly enjoy being of service to people
Like being part of a team that cares about one another as people and enjoy working together
Passionate about equity, justice and removing barriers to service
Want to know that the work you do contributes to building a better, stronger community for all
At the Seattle Y, we are an inclusive organization of people with a shared commitment to nurture the potential of youth, promote healthy living, and foster social responsibility. We also believe in supporting the wellbeing of our employees and offer a free Y membership as a benefit of employment.
Become a leader on our team at the YMCA of Greater Seattle where we promote a continuous learning environment and career opportunities.
“YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran , or any other status protected by local, state , or federal law.
We are a drug & alcohol-free workplace; all job offers are contingent on the results of a background check and (on applicable jobs) drug screening, including screening for marijuana. We participate in the Federal E-Verify system.
If you need assistance of any kind with the application process, reach out to firstname.lastname@example.org or the HR department at 206.382.5082.”
Enrollment, participation, associates, club, fellows, group, society, Personalized Wellness Planer, AnnuaSales, Membership, Engagement, Collaboration,
Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.
Passion for Excellence
Job Locations US-WA-Seattle
Posted Date 3 months ago (12/28/2020 2:09 PM)
Type Regular Part-Time
# of Openings 9
Location Association Office
Category Membership Services
Address 909 4th Avenue
Minimum compensation USD $18.22/Hr.