Association Support Center Navigator

at  YMCA of Greater Seattle

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 participants, 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 your wealth of knowledge, exceptional customer service and unwavering 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.

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.

• 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