Inbound Customer Care Specialist

Position SummaryThe Customer Care Specialist is responsible for providing premier customer service from the Engagement Center to our members, participants, colleagues, and community by way of calls, texts, and emails to answer inquiries, resolve problems, fulfill requests, make recommendations, maintain and update databases, track incoming queries, and assist with online/website system troubleshooting.
Essential Functions

• Answer incoming telephone calls, texts, chats, and emails to provide information and route calls according to procedure, and track data for reporting purposes.
• Assist with inquiries, provide product and program information, and resolve service issues via telephone, email, text and chat.
• Receive and make inbound/outbound calls from internal and external customers.
• Properly use association software to assist customers with, including but not limited to, inquiries regarding online account, program registration and membership.
• Provide solutions by following best practices, processes, and procedures as defined by the Association Office.
• Work with branches and departments to update information on facilities and programs to ensure accurate information is available to customers and staff.
• Understand all YMCA program and membership offerings, business policies and procedures, and online business necessary to communicate with customers.
• Contribute to the team effort by accomplishing department and company goals.
• Enhance department reputation by accepting ownership for new and different requests; explore opportunities to add value to job accomplishments.
• Attend meetings and trainings to increase and maintain knowledge base as requested.
• Other duties and responsibilities as assigned.
• Follows all standards, policies and procedures as established by the YMCA of South Hampton Roads, including Employee Code of Conduct, Child Abuse Reporting and Prevention, emergency procedures? and? YMCA COVID-19 sanitation and standards