Manager, Customer Solutions

2 weeks ago

Northbrook, United States JCC Chicago Full time

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.

The **Manager, Customer Solutions** will play a key role in establishing an organizational culture where community members are at the forefront, the center of all we do. Responsible for JCC Chicago’s Customer Solutions team, those tasked with helping customers pre and post purchase, the Manager will be instrumental in creating a centralized Solutions team, providing direct oversight of the Customer Solutions team.

The Manager is responsible for executing JCC Chicago’s customer experience and brand vision, while maintaining a strong knowledge and understanding of the agency’s businesses and services.

The Manager will partner with the Assistant Director and Director, Customer Experience, Customer Solutions Project Manager and Manager, Financial Assistance to continually evaluate and improve upon the agency’s customer experience model, creating a consistent high-touch, integrated approach across all channels, including in-person, online and phone.

JCC Chicago is an equal opportunity agency that offers career opportunities, internships, and volunteer roles for all. Our goal is to foster relationships, build our community, and create connections that will enable our mission to reach a larger impact. We welcome you to join us in building your career, as we build a stronger community.

**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 team. 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 oversite 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.
- Facilitate account maintenance as it pertains to updating customer information, member merges, notes & 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 3rd 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, based at Bernard Weinger JCC in Northbrook, with travel between various JCC Chicago locations as necessary.

Monday - Friday 9am-5pm

**Direct Reports (Titles and FTE%)**:
3 Customer Solutions Representatives (3 FTE)

**Education Qualifications**:

- Bachelor’s Degree
- 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.
- Demonstr

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