Job Information
YMCA of Greater Seattle Lead Association Support Center Navigator in Seattle, Washington
Overview
Our Commitment to Equity
The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.
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.
The ASC Lead Navigator provides leadership and guidance to the ASC Navigator team, serving as a point of escalation for the team and administrative support to the Director and Supervisor. Navigators work collaboratively with internal departments, provide high volume, high quality, centralized customer service via phone, email, chat, webforms, and other channels.
What you'll get from working at The Y
Membership to the YMCA of Greater Seattle for you and your household
Medical, Dental, Vision, and Life insurance
Retirement with generous employer contributions
Free access to mental health resources
Rapidly-accruing paid time off (PTO)
Discounts on qualifying YMCA of Greater Seattle childcare and day camp programs
Hiring Range: $24 - $26.40/hour
Responsibilities
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 social impact resources and other YMCA-related questions and concerns.
Provide guidance/mentorship to ASC Navigator team. Use organization policies to determine an immediate resolution to a customer issue.
First point of escalation for ASC Navigator team when assistance is needed. Determine when escalation to a manager is required.
Assist with department quality assurance including auditing web form, email, and phone to ensure the team is meeting goals and performance standards.
Assist with resource management of the ASC Navigator team including monitoring shift coverage and shift swap requests.
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.
Work Environment
Most work is performed in a normal YMCA Branch or Association (corporate) office environment. This role follows a hybrid work schedule, working remotely with a minimum of 2 days being worked on site at the Association Office in Seattle.This role routinely uses standard office equipment.
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.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Code of Conduct for Applicants
Qualifications
POSITION REQUIREMENTS
You should be 18 years of age or older and have:
One or more years of relevant work experience (sales, retail, reception, customer service, etc.).
High school diploma or equivalent
Exceptional customer service skills, responding to multiple questions via phone and email
Strong computer skills and experience working with database software and word processing
Intense attention to detail; organized and efficient
Ability to work evenings and weekends
Preferred Qualifications:
Knowledge of and previous experience with diverse populations (language, culture, race, physical ability, sexual orientation, etc.)
Ability to speak any language (Spanish, Vietnamese, Russian, Somali, Chinese, Korean, Ukrainian, Amharic, Punjabi, etc.) in addition to English
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.
LEADERSHIP COMPETENCIES
Cause Driven Leader Level: LEADER
Values
Strengthens the Y’s culture by demonstrating the values of the Y - honesty, caring, respect, and responsibility - in every aspect of work.
Inclusion
Models cultural competence and supports diversity, effectively working with people of different backgrounds, abilities, opinions, and perceptions.
Develop Self and Others
Demonstrates teamwork and personal accountability, seeking and providing feedback, coaching, and resources for development.
Quality Results
Takes the initiative and holds self and others accountable to meet or exceed quantitative and qualitative goals relating to people (employees and members), philanthropy, finance and volunteerism.
Change Capacity
Facilitates change, seeks opportunities in the change process, models adaptability, and leads transition in support of the Y’s mission.
Inspire Others
Promotes creativity, generates excitement, and rewards risk taking, while consistently demonstrating a high level of emotional maturity, maintaining a positive attitude and building strong relationships.
COMPETENCIES
Business Acumen.
Communication.
Critical Evaluation.
Relationship Management.
Ethical Practice.
You'll be a great fit for the Seattle Y if you
Thrive on working in a collaborative environment.
Are very adaptable.
Have high ownership and strong work ethic.
Are a great problem solver who can think on your feet.
Truly enjoy being of service to people.
Like being part of a team that cares about one another as people and enjoy working together.
Want to know that the work you do contributes to building a better, stronger community for all.
Our Mission
Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.
YMCA of Greater Seattle's Core Values
Respect
Responsibility
Honesty
Caring
Passion for Excellence
YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran , or any other status protected by local, state , or federal law.
All job offers are contingent on the results of a background check. We participate in the Federal E-Verify system.
Job Locations US-WA-Seattle
Posted Date 2 weeks ago (4/26/2024 8:19 PM)
ID 2024-16276
Type Regular Full-Time
# of Openings 1
Location Association Office
Category Membership Services
Address 909 4th Avenue
Minimum compensation USD $24.00/Hr.