Association Support Center Navigator

Overview:

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.

Job Summary

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.

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.

You will understand, implement and uphold Standard Operating Procedures for all policies and programming of YGS.

• Membership to the YMCA of Greater Seattle for you and your household
• Medical, Dental, Vision, and Life insurance
• Retirement with generous employer contributions
• Free access to mental health resources
• Rapidly-accruing paid time off (PTO)
• Discounts on qualifying YMCA of Greater Seattle childcare and day camp programs

Some benefits only available to full-time staff

Hiring Range: $22 - $24.20/hour

Responsibilities:

Specific duties include:

1. Receive a high volume of customer phone calls, email and chats and respond in a timely, professional and accurate way
2. Provide positive interactions with members and participants as well as motivational support and guidance focusing on whole person health
3. 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
4. Use organizational policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
5. Process monetary transactions and perform data entry into the organization’s internal databases with a high degree of accuracy.
6. Provide guidance and support for assigned at-risk members
7. Conduct follow-up on prospects who have not joined, donated or enrolled
8. Follow up on survey feedback
9. Write and document support tickets and constituent feedback to share with leadership
10. 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.
11. Attend mandatory training sessions to stay updated on customer service, program or organizational policy changes
12. Other duties as assigned.

Work Environment

Most work is performed in a normal YMCA Branch or Association (corporate) office environment. This role follows a hybrid work schedule, working remotely with a minimum of 2 days being worked on site at the Association Office in Seattle. This role routinely uses standard office equipment.

Code of Conduct for Applicants

Qualifications:

You should be 18 years of age or older and have:

1. 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.).
2. High school diploma or equivalent.
3. Exceptional customer service skills, responding to multiple questions via phone and email
4. Must be comfortable with a high volume of outbound calls and emails.
5. Strong computer skills and experience working with database software and word processing
6. Strong attention to detail; organized and efficient
7. Ability to work evenings and weekends.
8. Ability to fluently communicate verbally and written in English and any other language (Spanish,Vietnamese, Russian, Somali, Chinese, Korean, Ukrainian, Amharic or Punjabi).
9. 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.

Preferred Qualifications:

• Knowledge of and previous experience with diverse populations (language, culture, race, physical ability, sexual orientation, etc.)

Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.

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

Our Mission

Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.

• Respect
• Responsibility
• Honesty
• Caring
• Passion for Excellence

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.

All job offers are contingent on the results of a background check. We participate in the Federal E-Verify system.