YES Call Center Specialist (Bilingual English/Spanish) - Tampa YMCA

Under the direction of the YMCA Engagement and Solutions Center (YES Center) Call Center Director, the YES Center Call Center Specialist will be responsible for receiving inbound and performing outbound calls that support Family Center operations and enhance the member/program participant's experience by assisting with general inquiries, performing business functions such as membership sales, cancels and adjustments, program registrations, collection of failed drafts and updating account information. When launched, outbound calls will support YMCA growth in areas of program fulfillment and optimization, member satisfaction and value added, process improvement and member retention.

The YES Center will be open extended hours to support the Call Center and Family Centers. Hours of operation may vary depending on need. Hours of operation will include early mornings, evenings, weekends and holidays. Ability to work shifts and hours is a necessity.

Critical areas of expertise include:

• Knowledge of computers and ability to learn software applications
• Excellent verbal, interpersonal and problem-solving skills
• Working well in team environment
• Highly organized and able to multi-task

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

YMCA Engagement and Solutions Center Call Center

• Responsible for effectively communicating information to callers regarding general inquiries, Family Center information, membership, programs, and events.
• Responsible for learning and following published SOP's in order to optimally support members, program participants and Family Center staff.
• Provides excellent customer service and enhances the YMCA experience to guests, members, program participants, and staff.
• Reports membership, program, or process concerns, as well as unusual situations or unresolved issues to supervisor.
• Ability to work towards common goals and objectives in a collaborative and team-centered environment.
• When launched, will perform outbound calls to increase program fulfillment, membership sales, renewals, and other initiatives as developed by Operations.
• Perform all duties, tasks and projects as assigned by supervisor.
• Assists with other projects as needed and participates in all staff meetings and/or related meetings.
• Adheres to all policies, guidelines, rules, and best practices as outlined by the Tampa Metropolitan Area YMCA or directed by supervisor.

POSITION REQUIREMENTS:

Education/ Experience Required:

• High school degree, or equivalent is required. Associate's degree preferred.
• Excellent verbal, interpersonal and problem-solving skills
• Bilingual in English and Spanish
• Ability to work in a fast-paced and constantly-changing environment
• Ability to multi-task
• Ability to relate effectively to diverse groups of people from all social and economic

segments of the community

• Ability to handle conflict professionally and manage conflict resolution in a timely manner
• Previous customer service, sales or related experience
• Knowledge of computers
• Must be able to work flexible hours including evenings, weekends, and holidays
• Able to learn and understand YMCA membership operating system and call center software

Certifications/Trainings Required:

• Must obtain within 30 days of employment and maintain current certifications in CPR, First Aid, AED and Oxygen Administration.
• Maintain other required certifications as stated in the training matrix.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job including, but not limited to:

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device
• Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting
• The employee frequently is required to sit and reach, and must be able to move around the work environment
• Ability to lift and move a minimum of 30 pounds
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
• Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold
• The noise level in the work environment is usually moderate
• This position may require availability to work flexible hours including evenings, weekends, and holidays as needed
• Must be able to perform all duties and functions of those that are supervised

Part Time Benefits Summary:

• Free Individual YMCA Membership and discount on family membership
• Employee Assistance Program (EAP) through BayCare Behavioral Services (phone and online)
• Start a 403 (b) smart savings account through YMCA Benefits on day one of employment (optional)
• Tickets at Work is the leading Corporate Entertainment Benefits provider, offering exclusive discounts, special offers and access to preferred seating and tickets to top attractions, theme parks, shows, sporting events, movie tickets, hotels and much more.
• 20% off program fees (swim lessons, youth sports, summer camp and more)
• 30% off personal training

Association Summary:

The Tampa Metropolitan Area YMCA is a top-rated '4-star' Charity Navigator and Guidestar 'Gold' rated non-profit charitable organization for youth development, healthy living and social responsibility. Join a cause-driven association focused on empowering every individual in our community to reach their healthiest and most fulfilled life. Learn more about the Tampa YMCA at www.tampaymca.org.

• 14 Family Center Ys, 65-acre outdoor adventure camp, Community Learning Center, two program centers, 27 afterschool sites, 18 Early Head Start sites
• Largest youth development and health & wellness provider in the region
• 300,000+ community members served
• 1,600+ staff members
• 1000+ volunteers
• $50MM in revenue
• An independent 501(c) 3, locally-governed and managed

Located in sunny Florida, the Tampa Metropolitan Area YMCA offers an ideal location with beautiful weather affording a desirable setting for an active outdoor lifestyle year-round, is close to many beaches and theme parks and Florida is one of very few states

The Tampa Y is an equal opportunity employer and drug-free workplace.