Customer Service

CCL Central Office Customer Service

Job Overview:
• Full-time position
• Provide customer service to our students, donors, and volunteers by answering questions, guiding them to the right person or spot on the website, advising them on class selection
• Answer phones and monitor voicemail replying to calls/messages
• Monitor primary email box answering approx. 20 emails/day; monitor secondary email box
• Monitor Chatbot and answer customer questions, monthly stats reporting
• Work with the CFO performing basic bookkeeping tasks: creating and invoicing customers, obtaining credit card receipts
• Support CCL store purchases online & phone orders
• Perform and/or support shipping personnel with shipping, inventory, ordering supplies, and printing shipping inserts
• Support Office Manager in other duties as necessary
• Primary work location Norwood, OH; hours: 8:30 am - 4:30 pm, 30 min. lunch

Ideal Qualities:
• Good communication skills, trustworthy, positive attitude, problem solver
• Phone skills are essential: must be comfortable communicating on the phone, making calls, returning calls, leaving messages, answering customer questions, or directing them to the proper staff person; use online phone/voicemail system
• Strong writing skills and Excel experience are highly recommended
• Ability to learn and work in multiple systems at the same time/quickly jump between systems, or using the systems while talking with a customer
• Ability to multitask and maintain excellent customer service while also looking through systems
• Comfortable working with remote team members, reaching out when you do not know the answer to something

Background & Experience
• HS diploma
• Customer service experience
• Working familiarity with MS Office - Outlook, Word, Excel, PowerPoint
• Mac or PC experience