Job Description

Your voice is the first step in someone's Y journey -- make it count! Apply for Contact Center Agent today!

Please note this position is in-office in Crown Point, Indiana.

POSITION SUMMARY:

The Contact Center Agent serves as the first point of contact for members and prospective members at the Crossroads Engagement Center. This role is responsible for managing a high volume of inbound customer service calls, providing accurate information, and ensuring a high-quality member experience. The agent is also expected to conduct outbound engagement calls to current and potential members, supporting retention efforts, collecting feedback, and promoting program growth initiatives.

ESSENTIAL FUNCTIONS:

Model and communicate the mission, vision, and values of the Crossroads YMCA in all interactions. Respond to inbound calls with professionalism, accuracy, and empathy; efficiently resolving member inquiries and concerns. Conduct outbound calls to welcome new members, follow up on inquiries, and promote relevant programs and services. Provide clear and accurate information about memberships, billing, policies, and YMCA offerings, including branch-specific programs. Support members in achieving their goals by identifying their interests and matching them with appropriate programs, services, or member connections. Foster satisfaction and retention by building rapport, delivering personalized service, and proactively engaging with members beyond transactional interactions. Communicate membership options and perks to encourage upgrades and long-term retention. Maintain accurate documentation of all member interactions and escalate complex or unresolved issues as appropriate. Monitor and respond to member account alerts professionally and respectfully. Consistently achieve or exceed individual and team performance metrics and service standards. Proactively make outbound calls during slower periods to support engagement and retention efforts. Inform supervisors or directors of unusual situations or unresolved member concerns in a timely manner. Ensure compliance with all YMCA membership policies and procedures. Be knowledgeable and supportive of the YMCA annual support campaign. Complete all required compliance and professional development training annually or as assigned. Perform other duties as assigned.

QUALIFICATIONS:

High school diploma or equivalent required. Minimum 1 year of customer service or call center experience; sales experience preferred. Minimum required 18 hours worked per week or minimum 3 shifts per week. Excellent interpersonal communication, problem-solving skills, and ability to multitask in a fast-paced environment. Passion for delivering outstanding service and building relationships. Familiarity with YMCA programs and services is a plus. Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community. Adept computer skills with CRM experience. Desire and ability to work with people of all ages and backgrounds.

YMCA COMPETENCIES (Leader):

The National YMCA Mission:

"To put Christian principles into practice through programs that build healthy spirit, mind, and body for all."

Caring: Demonstrates kindness and empathy in daily interactions. Welcomes all and builds positive relationships with members and teammates.

Honesty: Acts with integrity, keeps commitments, and communicates truthfully.

Respect: Treats others with dignity and listens with empathy. Welcomes all backgrounds and identities.

Responsibility: Follows through on tasks and takes ownership of behavior and results

WORK ENVIRONMENT & PHYSICAL DEMANDS:

Visual, auditory, and verbal ability to communicate effectively. Must have high level of alertness, concentration, and initiative. Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend. Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health. * Maintain a neat and professional appearance at all times.