Contact Centre Agent - Support Services

YMCA of Greater Toronto•Toronto, ON

1d•Onsite

About The Position

The Contact Centre Agent – Support Services, plays a crucial support role by managing member account updates, processing service requests, and maintaining accurate data behind the scenes. This position ensures smooth operations by following established procedures and policies, contributing to overall service quality and compliance. Success in this role requires strong attention to detail, effective communication, and the ability to work independently while collaborating with internal teams.

Requirements

High school diploma required; post-secondary education or equivalent experience preferred.
0–2 years of experience in data management, customer service, retail, or administrative environments.
Basic proficiency in CRM systems and administrative tools, with the ability to learn and adapt to new software and processes.
Proficiency with Microsoft Office, particularly Outlook, Word, and Excel.
Clear written and verbal communication skills, with the ability to communicate effectively across internal and external channels.
Demonstrated problem-solving skills and ability to work independently in a structured environment.
Strong organizational skills and attention to detail to ensure data accuracy and completeness.
Commitment to the YMCA’s Mission, Vision and Values.
Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services.
YMCA Competencies: Accountable, Relationship-Builder, Improvement-Oriented, Team Player & Leader, Equity and Wellbeing Promoter.
The YMCA only considers applicants who are legally entitled to work in Canada.

Nice To Haves

Familiarity with YMCA programs and services considered an asset.
Flexibility regarding assigned work schedule.

Responsibilities

Process member account updates, cancellations, refunds, data corrections, and other backend support tasks such as data entry and documentation following defined procedures.
Resolve non-voice service requests received through internal systems or email, ensuring compliance with YMCA policies and standards.
Follow established processes to maintain consistency, accuracy, and compliance in all tasks.
Complete assigned individual tasks with a focus on detail and accuracy.
Coordinate internal follow-up actions as required to ensure issue resolution.
Adhere to basic organizational policies and guidelines relevant to backoffice operations.
Log and track activities and requests accurately to support reporting and workflow management.
Perform other duties as assigned.