Reports to: Manager, Customer Solutions

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.

Key Essential Job Duties:

• 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.

Marginal Job Duties:

• Other duties as assigned.

Physical Requirements:

• Repetitive movement of arms and hands to operate computer, keyboard and mouse.
• Able to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Vision: must be able to distinguish between colors, shades and brightness, with the ability to focus.
• React with physical and mental alertness in emergency situations and assist in evacuation of building.

Days/Hours/%Travel:

Monday–Friday, 9:00 a.m.–5:00 p.m., at Bernard Weinger JCC in Northbrook, with the option to work remotely one day per week.

Job Category:

Union Clerical

Hourly Rate:

$22.66 - $26.66

Direct Reports (Titles and FTE%):

N/A

Indirect Reports (Titles and FTE%)

N/A

Education Qualifications:

• 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.

Previous Experience:

• Minimum 3 years of administrative and database management experience required (Salesforce/other CRM as an added plus).
• Previous bookkeeping and/or accounting work preferred.

Other Requirements:

• 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.

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