Full-Time Job Details Description 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 with a focus on nurturing the potential of every child and teen, improving the nation’s health and well-being and providing opportunities to give back and support our neighbors. Learn more about the Tampa YMCA at www.tampaymca.org. Community Impact Areas: Youth Development, Healthy Living, Social Responsibility Service Area: Hillsborough and East Pasco counties including South Tampa, Tampa Heights, Downtown Tampa, New Tampa, Carrollwood/Northdale, Westchase, Town ‘n Country, Brandon, Seffner, Riverview, Valrico, Plant City, Zephyrhills, Dade City. Organizational Scope/Scale: • Over 80 sites, most of which are in schools – 11 Family Center Ys, 2 Wellness Centers, 65-acre outdoor adventure camp, Community Learning Center, Youth and Family Center, 20 golf program sites, 27 afterschool sites, 18 Early Head Start sites. • Largest youth development and health & wellness provider in the region• 160,000+ community members served, including 23,600+ kids • 1,600+ staff members and 600+ volunteers• $35M 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, offers a low cost of living and Florida is one of very few states that has no state income tax. Rate of Pay  $12.50 - $14.50 POSITION SUMMARY: 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. The Tampa Y is an Equal Opportunity Employer and a Drug-Free Workplace. Qualifications Education Preferred Associatesor better in or better in or related field High Schoolor better in or better in or related field Experience Preferred - years: Excellent verbal, interpersonal and problem-solving skills - years: Ability to work in a fast-paced and constantly-changing environment - years: Ability to multi-task - years: Ability to relate effectively to diverse groups of people from all social and economic segments of the community - years: Ability to handle conflict professionally and manage conflict resolution in a timely manner - years: Previous customer service, sales or related experience - years: Knowledge of computers - years: Must be able to work flexible hours including evenings, weekends, and holidays - years: Able to learn and understand YMCA membership operating system and call center software