The YMCA of Metropolitan Los Angeles is not only the premiere non-profit in Los Angeles, it is also a great place to work, make a difference in your community and meet like-minded individuals. With twenty-six branches, three camps and over fifty child care sites, the LA Y is a highly-collaborative, rewarding and fun environment where you will discover your passion, grow your career and make an impact!

We believe in the four Core Values of Caring, Honesty, Respect and Responsibility and understand that our staff are our biggest asset! We strive to create high-performing, strong teams in each of our branches and are looking for passionate and enthusiastic staff who will help us to strengthen our impact, empower our community and deliver incredible programming!

POSITION DESCRIPTION

Under the general supervision of the Senior Membership Director, the Call Center Representative I is responsible for providing excellent customer service and information by phone in order to assist members, participants and guest. This position is responsible for all aspects of membership and program relations, including prospective member management, new member engagement, member satisfaction and member retention. Responsibilities will include program enrollment, data entry, clerical support and a strong understanding of YMCA systems and operations. This is an on-site position, located in San Perdo, CA.

QUALIFICATIONS

• AGE: 18 years of age or older
• EDUCATION: High school Diploma
• RELATED EXPERIENCE: 2 years' experience working in a fast paced, customer service focus environment
• SPECIALIZED SKILLS: Strong oral and written communication skills; proficient in Microsoft Office Programs; data entry and word processing skills. System experience in ActiveNet & Upace, preferred.

WORK ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS

You must have the physical, visual, and auditory ability to perform the essential functions of the job with or without reasonable accommodations.

RESPONSIBILITES

Program Delivery

• Create a welcoming environment for all by warmly greeting all members and guests by phone in a timely manner.
• Provide excellent customer service to members, guests, and program participants.
• Ensure all membership and program enrollments are accurately processed ensuring all member information is current, by confirming contact information during enrollment.
• Process program registrations, payments, and membership enrollments.
• Respond to inquiries by providing accurate and thorough information including:
  • Processing new member enrollments
  • Connect members to programs (bundling)
  • Providing over the phone prospective member interviews, and inviting in for tours. Close all interviews/tours with an invitation to join the YMCA.
  • Conduct follow-up calls as needed
• Meet all sales and program related goals.

Member Engagement

• Respond promptly and courteously to all member inquiries while following the appropriate procedures at all times.
• Understand and be able to discuss and promote all YMCA programs. Inform members of YMCA programs that will meet their changing needs and interests.
• Engage with members regarding their participation in YMCA Programs, Annual Support Campaign, and special events.
• Offer possible options when members inquire into cancellations, while following all appropriate procedures.

Administration & Compliance

• Follow daily cash handling procedures when processing payments and end of day reconciliation.
• Act as a resource to other staff members on:
  • detailed membership questions
  • troubleshoot ActiveNet issues
• Take the lead in troubleshooting membership concerns that include credits and refunds.
• Act as a liaison to the YMCA's to assist in dissemination program information including assigned centralized assignments on an "as needed" basis (e.g. program information, outbound calls to membership and/or program prospects)