Service Center Representative

The Service Center Representative handles inbound and outbound customer service inquiries as well as sales transactions, support collections (AR), and customer registrations. All while maintaining positive client relationships through proactive outreach.

• Handles inbound and outbound calls, emails, or chat interactions with professionalism and empathy.
• Addresses customer inquiries, complaints, and support issues in a timely and accurate manner.
• Documents customer interactions in CRM systems and escalates complex issues when necessary.
• Guides customers through product/service offerings and supports their purchasing journey.
• Upsells or cross-sells relevant products or services during interactions when appropriate.
• Accurately processes orders and transactions in the system, ensuring compliance with internal policies.
• Makes outbound calls to follow up on outstanding invoices or overdue accounts.
• Negotiates payment arrangements within established guidelines.
• Maintains accurate records of collection efforts and coordinates with finance teams as needed.
• Contacts leads generated from marketing campaigns, referrals, or web inquiries.
• Qualifies leads based on criteria such as interest, budget, and purchasing timeline.
• Schedules follow-ups and pass warm leads to the appropriate sales team members.
• Conducts periodic relationship-building calls with existing clients to ensure satisfaction.
• Identifies opportunities to enhance service delivery or offer additional solutions.
• Gathers client feedback and relay insights to relevant departments for improvement
• Assists customers in completing registration processes over the phone.
• Troubleshoots registration issues and provides step-by-step guidance.
• Verifies and updates customer data to ensure completeness and accuracy.

• Proven experience in a call center, customer service, or sales support role is a plus.
• Strong verbal and written communication skills.
• Proficient in using CRM platforms and call center software.
• Ability to multitask, prioritize, and manage time effectively.
• Basic knowledge of sales and collections practices is a plus.
• Able to relate effectively to diverse groups of people from all social and economic segments of the community.

• High school diploma or equivalent; college degree preferred.

WHY THE Y?:

• Free Y membership with employment 
• Referral bonuses - Y employees can earn cash or Y credit bonuses for referring a new hire*
• Up to 60% discounts for yourself, family, and even your siblings on Y programs, camps, preschool, childcare, and more.

Child Protection Commitment

The YMCA requires all staff to share responsibility for preventing child abuse by upholding professional boundaries, completing mandatory Praesidium training, and reporting concerns. All candidates must successfully complete a comprehensive background screening, including criminal and sex offender checks.

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