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.

We have an awesome opportunity to serve as a the very first step in achieving that mission. We have an opening for the critical position of the Multilingual Association Support Center Navigator. ? In this role, you will represent and be the voice of the YMCA of Greater Seattle to current and prospective members, program p articipants, donors and the community. Working collaboratively with internal departments you will understand the ins and outs of YMCA of Greater Seattle programs and services and delight customers with you r wealth of knowledge , exceptional customer service and unwa vering positivity.

The successful candidate will love working in a fast -paced , solutions-oriented environment that promotes and values critical thinking , problem solving, and collaboration. You will excel at customer service and engagement through written and verbal communication in multiple languages , including answering incoming calls and responding to emails with the potential for sales - and retention -related outreach in the future . You will understand, implement and uphold Standard Operating Procedures for all policies and programming of YGS .

What you'll get from working at The Y

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:

Receive a high volume of customer phone calls, email and chats and respond in a timely, professional and accurate way

Provide positive interactions with members and participants as well as motivational support and guidance focusing on whole person health

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

Use organizational policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input

Process monetary transactions and perform data entry into the organization's internal databases with a high degree of accuracy.

Provide guidance and support for assigned at-risk members

Conduct follow-up on prospects who have not joined, donated or enrolled

Follow up on survey feedback

Write and document support tickets and constituent feedback to share with leadership

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.

Attend mandatory training sessions to stay updated on customer service, program or organizational policy changes

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 (https://seattleymca.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=191063&hashed=999166779)

Qualifications

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

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.).

High school diploma or equivalent.

Exceptional customer service skills, responding to multiple questions via phone and email

Must be comfortable with a high volume of outbound calls and emails.

Strong computer skills and experience working with database software and word processing

Strong attention to detail ; organized and efficient

Ability to work evenings and weekends.

Ability to fluently communicate verbally and written in English and any other language (Spanish,Vietnamese, Russian, Somali, Chinese, Korean, Ukrainian, Amharic or Punjabi).

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.

YMCA of Greater Seattle's Core Values

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.

YMCA of Greater Seattle jobs

Association Support Center Navigator