Member Engagement Center Agent

Pay starts at $16.00 per hour and up based on experience.

Be the Friendly Voice Behind Every Great YMCA Experience!

Looking for team members with open availability and able to work a minimum of 18 hours per week.

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

POSITION SUMMARY: The Member Engagement Center Agent serves as the first point of contact for members and prospective members at the Crossroads Member 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.

- Support other duties as assigned to meet the needs of the department and association.

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.