Customer Solutions Representative

The Customer Solutions Representative, a key role within the agency’s Customer Experience Department, is instrumental in establishing an organizational culture where community members are at the forefront and the center 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. 

Key Areas of Responsibility:

• Embrace and integrate the agency’s customer service model and expectations into their daily interactions with the community members we serve.

• Provide customers with highest level of customer service via support ticket system, phone, and on-line chat.
• Provide customers with account information, tax statements, invoices, payment history, etc.
• Enter program registrations into CRM systems, process payments, set up payment plans, 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 with outstanding balances and declined payments for collection and payment plans.
• Perform audits of programs rosters, verifying attendance and payment.
• Act as a knowledge base for programs and be able to cross sell/up sell programs across departments.
• Perform ad hoc information requests for various levels of the organization.

Key Essential Job Duties/Physical Duties:

• 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 ability to focus.
• React with physical and mental alertness in emergency situations and assist in evacuation of building.

Days/Hours/%Travel: 

9:00am-5:00pm at Bernard Weinger JCC in Northbrook.

Job Category:

Union Clerical

Direct Reports (Titles and FTE%):

N/A

Indirect Reports (Titles and FTE%)

N/A

Education Qualifications:

• Associates Degree in Business Admin, or related field with 2-4 years experience (required) or High School Diploma with 5 years experience in clerical / information data management.

Previous Experience:

• Minimum 3 years of administrative and database management experience required. 
• 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, analytical thinking and high attention to detail.
• Excellent customer service skills (both on the phone and face-to-face)
• 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 /follow through.
• Time-management skills.
• Conflict Resolution skills.

JCC Chicago provides equal employment opportunities to all qualified persons regardless of race, color, religion, sex, national origin, ancestry, age, sexual preference, gender identity or expression, marital status, apparent or non-apparent disability, veteran’s status, or unfavorable discharge from military service in accordance with state and federal laws.