Manager, Customer Solutions

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 seeking a Manager, Customer Solutions to lead a team tasked with helping customers pre and post purchase. A strong communicator who leads with compassion and confidence, this person will be required to be fluent in Salesforce (CRM) and easily move between technologies. This individual will be an active problem solver, able to work alongside the team on issues as well as partnering with team leadership to continually improve the agency’s customer experience model. The Manager is responsible for maintaining strong knowledge and understanding of the agency’s various businesses and services to the community. The ideal candidate will be entrepreneurial, transparent, detail-oriented, and accountable.

JCC Chicago is an equal opportunity agency that offers career opportunities, internships, and volunteer roles for all. We are guided by Jewish values – Tikkun Olam (Repairing the World), Kavod HaBriyot (Respect for All Human Beings), Gemilut Chasadim (Acts of Lovingkindness), Learning, and Innovation. Join us as we build community, support individuals and families, and grow hope through Jewish connections for everyone.

Key Areas of Responsibility: 

• Partner with the Assistant Director, Customer Experience to develop, implement and train the Customer Solutions team on a model that provides community members across the agency with a consistent, outstanding customer experience.
• Own “One J” message, agency mission, and ensure Customer Solutions team understands and integrates these into their daily interactions with the community members we serve.
• Partner with Assistant Director, Customer Experience in strategic planning, training, and problem-solving regarding customer experience issues.
• Hire, manage, and mentor Customer Solutions Representatives. Create annual goals, staff development, and training plans and evaluation processes, both formal and informal.
• Work with site staff to ensure that they understand and adhere to agency and site policies and procedures which allow for seamless business operations.
• Ensure timely and accurate management of UltiPro database for department.
• Act as a liaison between Finance and Customer Solutions team for audit and ad-hoc requests.
• Actively participate in agency events to build and strengthen collaborative relationships across agency.
• Provide customers with highest level of customer service via support ticket system, phone, and on-line chat. Act as a first point of contact for any escalated customer communications.
• Provide customers with account information, tax statements, invoices, payment history, etc. Support Customer Solutions representatives with account reviews and oversight to ensure accuracy.
• Enter program registrations into CRM systems, process payments, set up payment plans, program changes, refunds, and cancellations.
• First point of contact for Organizational Accounts, payment processing, ACH, and check deposits.
• Participate in the oversight and approval process for employee discount applications.
• Facilitate account maintenance as it pertains to updating customer information, member merges, notes and alerts, troubleshooting online issues, etc.
• Partner with Assistant Director, Customer Experience and support the Customer Solutions Representatives in facilitating the aging and collections process for the agency, ensuring that all balances are collected upon internally or sent to a 3^rd party collections agency in a timely manner.
• 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.
• React with physical and mental alertness in emergency situations and assist in evacuation of building.

Days / Hours / %Travel: 

Full time

This is a primarily onsite role, with some flexibility to work remotely one day per week.

Monday – Friday 9am-5pm

Direct Reports (Titles and FTE%):

3 Customer Solutions Representatives (3 FTE)

Indirect Reports (Titles and FTE%):

Education Qualifications:

• Bachelor’s Degree preferred
• Coursework in Business Administration or related preferred

Other Requirements:

• Previous supervision of staff within a customer service team.
• Previous success within business operations and customer service roles in a highly service oriented environment.
• Demonstrated success guiding and mentoring staff in building a team culture focused on providing outstanding customer service.
• Leadership presence and ability to communicate effectively with various clients, constituents, and community members.
• High degree of proficiency using Microsoft Word, Excel and CRM databases (Salesforce strongly preferred) with demonstrated ability to learn other technology as needed.
• Strong math and problem-solving skills, as well as the ability to analyze complex data.
• Strong organizational and ability to move between tasks quickly and efficiently.

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