Call Success Agent

POSITION SUMMARY: 

Under the supervision of the Call Center Success Director, the Call Success Agent provides high-volume, first-tier customer service to YMCA members, participants, and branch/camp staff. This full-time, hourly role is responsible for answering inquiries, resolving issues, and supporting registrations via phone, email, and e-commerce platforms. 

The agent ensures accurate call coding for KPI tracking, assists with online account troubleshooting, and processes membership cancellations and payment collections. Proficiency in Personify software is essential for managing customer accounts and supporting daily operations. All responsibilities are carried out in alignment with the mission, values, and policies of the YMCA of the Triangle Area. 

The hours for this role are 9:00 am- 6:00 pm.

ESSENTIAL FUNCTIONS: 

Customer Support & Call Management 

• Answers incoming Tier 1 phone calls routed from all YMCA branches. 
• Manages an average of 80 calls per day; peak volume may exceed 100 calls during high-demand periods. 
• Accurately codes each call in real time using disposition codes to support monthly KPI reporting; 90% coding accuracy is expected. 

Program & Membership Guidance 

• Provides accurate and timely information related to YMCA programs and membership offerings. 
• Demonstrates understanding of business policies, procedures, and online registration processes to effectively resolve customer inquiries. 

 
Technical Assistance & Troubleshooting 

• Assists customers with troubleshooting issues related to online registration, app usage, account creation, and password resets. 
• Resolves technical errors and account issues via phone and email with diligence and professionalism. 

 
Software & Account Management 

• Utilizes Personify software to support member and customer inquiries, including online account access and program registration. 
• Processes weekly account updates related to insufficient funds, including taking credit card payments and resolving bad debt credit stops. 
• Handles daily tasks including membership cancellations and responding to customer voicemails received in the Customer Success inbox. 

Team Collaboration & Process Improvement 

• Contributes to team success by following established best practices, processes, and procedures. 
• Enhances department reputation by taking ownership of new requests and identifying opportunities to add value. 

 
Relationship Building & Communication 

• Models strong relationship-building skills in all interactions. 
• Maintains collaborative relationships with the community and ensures clear, consistent communication within areas of responsibility. 

 
Professional Development & Other Duties 

• Attends meetings and in-person training sessions to maintain and expand job-related knowledge. 
• Performs additional duties as assigned by the Supervisor and Business Team. 

QUALIFICATIONS: 

• Must have a minimum experience of 1-2 years working in a call center environment in a customer service or consultative sales position or a minimum experience of 1-2 years working in a YMCA staff capacity.  
• Must have strong computer skills and a working knowledge of CRM database software systems.  
• Excellent oral and written communication skills, and strong active listening skills with a demonstrated ability to interact effectively.  
• Exhibits a customer centered approach, with the ability to assist internal and external customers in a professional manner via telephone and email.  
• Excellent organizational and problem-solving skills, and ability to accurately resolve complex issues in a fast paced, changing environment.  
• Proficient in Microsoft Office; Word, Excel, Outlook and have a working understanding of the web and online platforms (Explorer, Chrome, Foxfire, etc.).  
• Must be professional, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers.  
• Ability to work cooperatively as a team to accomplish department goals and KPIs.  
• Ability to provide feedback regarding potential process improvement ideas.  
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.  
• Multi-lingual desired but not required.  

WORK ENVIRONMENT & PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.  The employee frequently is required to sit and reach, and must be able to move around the work environment. 
• The employee must occasionally lift and/or move up to 10 pounds.     
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.   
• Occasional night and weekend work as needed: shifts may vary according to branch hours of operation.   
• Team members must maintain a dedicated, quiet, distraction-free workspace with reliable, high-speed internet and be fully accessible during standard business hours.  
• Remote work environment must be private, quiet, secure workspace free from distractions or excessive background noise.  
• Hardwired High Speed Internet (no Wi-Fi or satellite connections) minimum download speed of 100 mbps, minimum upload speed of 20 mbps.