Member Support Agent FT - YMCA of the North Shore

We are seeking a Full-Time Member Support Agent to join our team! In this role, you will provide exceptional service to our members by addressing inquiries, processing transactions, and resolving customer service needs. You will work alongside part-time agents to ensure smooth and efficient service delivery, contributing to a positive member experience.

Key Responsibilities:

Member Support:

• Respond to phone, email, and chat inquiries with accurate, timely information.
• Process membership and program account changes, including billing adjustments and renewals.
• Address and resolve member issues in real-time, collaborating with local teams via phone, chat, or email.

Engagement and Retention:

• Share information about YMCA programs, services, and events to enhance member engagement.
• Address and resolve member concerns, escalating complex issues as necessary.

Team Collaboration:

• Work closely with local YMCA and regional sales teams to support member sales, retention, and satisfaction.
• Contribute to retention strategies through excellent communication.
• Maintain a strong, collaborative relationship with local YMCA program leaders and operational leaders.

Why Work for the Y?

At the YMCA, you're more than an employee-you're part of a mission-driven organization dedicated to making a difference.

• Professional Growth: Paid training, development, and advancement opportunities across seven YMCA locations.
• Health Benefits: Medical, dental, and employer-funded life insurance for full-time staff.
• Generous Time Off 2 weeks paid vacation, plus sick and personal time for full-time employees.
• Retirement Plan: 12% company contribution to your retirement fund (vested, no match required).
• Free Y Membership: Access to swim classes, fitness programs, discounts on childcare, camp, and more!

Be part of a team that supports your career, health, and well-being while making a difference in your community!

• A high school diploma or equivalent; some college education preferred.
• Minimum of 1 year of member support experience, ideally in a membership or subscription-based environment.
• Excellent organizational and communication skills.
• Ability to handle multiple tasks and prioritize effectively.
• Proficiency in working across multiple software platforms and CRMs.
• Bi-Lingual and Multi-Lingual candidates preferred.

Work Environment and Physical Demands:

• Ability to work 80% of the time in a call center environment and 20% at local YMCA facilities.
• Ability to speak concisely and effectively in a variety of situations.
• Must be able to lift and carry equipment and supplies weighing up to 20 pounds.
• Ability to stand, sit, or remain alert for extended periods.
• Occasional bending, leaning, kneeling, and walking required.
• Visual and auditory ability to respond swiftly and appropriately to critical situations.
• Capacity to physically and mentally adapt to unexpected circumstances.

The YMCA is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, protected genetic information, national origin, ancestry, sex, sexual orientation, gender identity, age, disability, or veteran's status.