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About the Role

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.

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.

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.
Familiarity with YMCA programs and services considered an asset.
Flexibility regarding assigned work schedule.
Commitment to diversity, equity, inclusion, and building a sense of belonging.
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.
Job offers are contingent on the successful completion of a Police Records Check.
A Vulnerable Police Records Check is required within the first four months and every three years thereafter.
The YMCA only considers applicants who are legally entitled to work in Canada.

Skills

Data management
Customer service
Retail
Administrative
CRM systems
Administrative tools
Microsoft Office
Outlook
Word
Excel
Written communication
Verbal communication
Problem-solving
Organizational skills
Attention to detail

Location

90 Eglinton Avenue East, Toronto

Work Type

Contract
Part Time
Hourly

Experience Level

0-2 years

Education Level

High school diploma

Salary/Compensations

$19.51/hour

Benefits

Total compensation package

About the Company

The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities.
We are committed to helping our employees reach their full potential and are recognized as a great place to work.
We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities.
Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors.
Greater Together is the 2025–2030 strategic plan, focused on building communities where people feel healthier and more connected to their neighbours.

Equal Opportunity

The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging.
We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team.
As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.
If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.