Customer Service Manager

Jewish United Fund • Chicago, IL

11d • Hybrid

About The Position

The Customer Service Manager is responsible for leading the team responsible for answering phone calls, managing voicemail and email queues, and other donor-facing operations within Donor Services, ensuring a high-quality, responsive, and consistent experience for donors and internal partners. This role oversees customer service workflows and queues, supports issue escalation and problem resolution, supervises staff handling frontline donor interactions (e.g., incoming phone calls), and maintains documentation and training resources that support service excellence. In collaboration with the Daily Operations Manager, this role is cross-trained across functional areas to support operational continuity and departmental needs.

Requirements

• 4+ years of relevant professional experience in a customer service environment.
• 1+ years of experience supervising or managing at least 2 staff members.
• Strong organizational, analytical, and problem‑solving skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Suite (Word, Excel, Outlook, Teams, PowerPoint).
• Ability to learn and use Adobe Pro, Converge, and other financial/data platforms.
• Adaptable to a fast‑paced, ever‑changing environment.
• Excellent written and verbal communication skills and sound professional judgment.
• Physical requirement: sitting for long periods.

Nice To Haves

• Salesforce experience or knowledge of CRM/database systems.
• Experience in bookkeeping, accounting, cash office operations, donor/gift processing, project management, managing a call center, or customer service.
• Advanced Excel skills (pivot tables, comparing data sets, building formulas).
• Familiarity with nonprofit fundraising operations.

Responsibilities

• Provide day-to-day supervision, training, and performance support of the team.
• Contribute to daily team meetings and planning sessions to align workload, staffing coverage, and department priorities.
• Maintain strong working relationships with Accounting, Technology, and Campaign departments, and other internal teams.
• Identify opportunities for improving workflows, enhancing documentation, and increasing departmental efficiency.
• Support JUF Campaign and mandatory campaign-related activities on an ongoing basis.
• Maintain and enhance reference guides, workflows, and training materials used by the department.
• Cross‑trained to support Donor Services finance and daily operations, including oversight of finance queues and pledge and payment processing, escalation of complex donor issues, coaching of frontline staff, and providing backup coverage to ensure accuracy and timeliness.
• Oversee the Donor Services phone queues and general finance queue, ensuring donors and internal staff receive timely, accurate, and professional support.
• Monitor trends in call volume, service requests, and case data to identify opportunities for improving the donor experience.
• Serve as a point of escalation for complex customer service issues, using sound judgment and strong communication to resolve concerns.
• Provide coaching and guidance to staff handling frontline donor interactions, reinforcing consistency and service standards.
• Collaborate with Technology to update and maintain phone system messaging for holidays and office closures.
• Review and monitor donor-facing cases to uphold quality, accuracy, and completeness.
• Support donor collections efforts and ensure accurate documentation of follow-up.

Benefits

• 401(k) match
• 22 days of paid time off
• 11 sick days
• up to 21 paid holidays
• medical insurance
• dental insurance
• vision insurance
• 401(k) with base contribution and match
• additional health and wellness benefits
• financial benefits
• professional training
• tuition reimbursement
• paid family leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed