Customer Service Representative

Customer Service Representative 

*This is a hybrid position that is based in our Chicago/O’Hare Area office. Applicants must live within a 100-mile radius of home office to be considered for the role. 

Your Purpose:  

The Customer Service Representative supports students, members, non-members and staff (“customers”) by responding to inquiries, processing orders, payments, and maintaining customer records in the organization’s Customer Relationship Management (CRM) system. Responds to phone, email and live chat inquiries in a timely manner and delivers an excellent customer experience. Coordinates resolution of customer requests with key business partners throughout the organization 

What You’ll Do:  

• Customer Support & Operations
  
  
  
  • Answer routine to complex questions from members, non-members and candidates via phone, email and live chat
  
  
  • Analyze customer issues and determine appropriate resolutions
  
  
  • Update customer records, process orders and apply payments in the organization's Customer Relationship Management (CRM) system.
  
  
  • Create financial transactions, process payments, and refund requests within policy guidelines
  
  
  • Provide support to team projects, i.e., data entry, special projects as assigned.
  
  
  • Analyze financial transactions on customer records in order to facilitate a response to inquiries
  
  


• Service & Professionalism
  
  
  
  • Maintain assigned support queues and process requests in accordance with established service levels
  
  
  • Meet or exceed established service level, quality, and productivity metrics
  
  
  • Exhibit professionalism in delivering service to customers, internal and external
  
  


• Documentation
  
  
  
  • Document customer interactions in the organization’s Customer Case Tracking System.
  
  
  • Document standard operating procedures for key processes
  
  


• Training and quality assurance
  
  
  
  • Participate in required training and ongoing professional development
  
  
  • Participate in quality assurance reviews and coaching sessions
  
  


• Policies and procedures
  
  
  
  • Maintain up-to-date knowledge of policies, procedures, and services
  
  
  • Comply with data security, privacy, and financial control policies
  
  

What You’ll Need: 

• Associate’s degree preferred in business or related field preferred.


• Requires a minimum of one year of experience in a customer service/data entry environment


• Excellent communication skills, including verbal, listening and written


• Solid skills with the following tools: 
  
  
  
  • Microsoft Outlook, Word, Excel, Teams, OneDrive
  
  
  • Customer Case Tracking software
  
  
  • Customer Relationship Management (CRM) software (Salesforce)
  
  
  • Telephone Call Center system
  
  
  • Online Chat System
  
  


• Ability to handle difficult customer interactions with professionalism and empathy


• Ability to de-escalate issues and escalate appropriately when resolution requires additional support


• Ability to exercise sound judgment within established policies


• Ability to adapt to evolving systems, processes, and customer service tools


• Strong understanding of navigating websites


• Ability to work effectively in a team environment


• Ability to communicate effectively with people and other departments


• Knowledge of policy and ability to apply that to unique situations

What We Offer: 

• Competitive Compensation: We understand the value of your contributions, and we ensure that you are rewarded competitively for your skills and dedication.


• Generous Paid Time Off: Achieve a work-life balance with ample paid time off, giving you the flexibility, you need for personal and family responsibilities.


• Professional Development: We invest in our team's growth. Take advantage of opportunities for continuous learning and career advancement, including tuition reimbursement and continuing education funding.


• Health and Wellness: Your well-being is important to us. Enjoy access to comprehensive health benefits, wellness programs, including our Employee Assistance program (EAP) and wellness reimbursement.


• Disability Coverage: Gain peace of mind with our comprehensive disability coverage, including life, short-term, and long-term disability benefits.


• Retirement Planning: Secure your future with our 403(b) plan and generous employer contribution.


• Maternal/Paternal Leave: Embrace parenthood with confidence, knowing that we've got you covered every step of the way. Our maternal/paternal leave policy is designed to give you the time you need to bond with your newest family member without worrying about work.


• Flexible Work Environment: Embrace a flexible hybrid environment that supports your productivity and work-life balance.


• Diversity and Inclusion: We celebrate diversity and foster an inclusive workplace where everyone's unique perspectives are valued.

The SOA will provide equal opportunity to all employees and applicants for employment regardless of actual or perceived race, color, religion, age, sex, pregnancy, national origin, ancestry, disability (mental or physical), genetic information, military or veteran status, marital status, order of protection status, gender identity, sexual orientation or any other category protected by applicable law. Such action shall include but is not limited to: initial consideration for employment; job placement and assignment of responsibilities; performance evaluation; promotion and advancement; compensation and fringe benefits; training and professional development opportunities; formulation and application of human resource policies and rules; facility and service accessibility; and discipline and termination.