Customer Solutions Representative (FT- Weinger)

JCC Chicago • Northbrook, IL

2d • $23 - $27 • Hybrid

About The Position

The Customer Solutions Representative, a key role within the agency’s Customer Solutions Department, is instrumental in establishing an organizational culture where community members are at the forefront of all we do. The Customer Solutions Representative ensures the customer receives the highest level of service and will work diligently to take ownership of any issues the customer may have. The Customer Solutions Representative maintains the agency’s CRM systems, ensuring correct and accurate registrations, payments, refunds, cancellations, and promoting best practices of customer experience for daily operations. At JCC Chicago, we are focused on growing good kids, building communities, and educating ourselves on the past to make a difference for the future. The largest JCC in North America, JCC Chicago offers a life-affirming journey that builds on the richness and power of Jewish values and continues to reimagine them for a more connected, inspired community. JCC Chicago is an equal opportunity agency that offers career opportunities, internships, and volunteer roles for all.

Requirements

• Associates Degree in Business Administration, or related field with 2-4 years experience (required)
• High School Diploma with 5+ years experience in clerical / information data management.
• Minimum 3 years of administrative and database management experience required (Salesforce/other CRM as an added plus).
• Must demonstrate the ability to analyze and solve problems with a strong work ethic and commitment to a quality work product.
• Strong data entry and numbers aptitude.
• Process-oriented with strong analytical thinking and attention to detail.
• Excellent customer service skills (both on the phone and face-to-face).
• Ability to maintain client confidentiality and sensitive listening skills.
• High level of proficiency using Microsoft Office (Excel, Word), databases with the ability to learn other systems as necessary.
• Excellent oral and written communication skills.
• Excellent organizational skills.
• Ability to set goals and prioritize.
• Demonstrated follow-up and follow-through.
• Time-management skills.
• Conflict resolution skills.

Nice To Haves

• Previous bookkeeping and/or accounting work preferred.

Responsibilities

• Embrace and integrate the agency’s customer service model and expectations into their daily interactions with the community members we serve.
• Provide customers (both internal colleagues and external community members) with the highest level of customer service via the support ticket system, phone, text, and online chat.
• Provide customers with account information, tax statements, invoices, payment history, etc.
• Enter program registrations into CRM systems; process payments; set up payment plans; and program changes, refunds and cancellations.
• Facilitate account maintenance as it pertains to updating customer information, member merges, notes & alerts, troubleshooting online issues, etc.
• Connect with families regarding outstanding balances and declined payments to establish collection arrangements and payment plans.
• Perform audits of program rosters, verifying attendance and payment.
• Serve as a resource for agency programs and actively cross-sell and upsell offerings across departments.
• Perform ad hoc information requests for various levels of the organization.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree