Customer Operations Lead Specialist

Job Title: Customer Operations Lead Specialist

Industry: Membership Association

Location (city, state): Rosemont, Illinois

Assignment Type: Direct Hire

Pay: $83,000–$85,000 annually, based on experience and qualifications

Work Schedule: Hybrid – minimum of 2 days per week in the office

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

Our client is a well-established professional membership organization focused on delivering exceptional service, resources, and educational opportunities to its members. The organization is committed to leveraging technology, data, automation, and innovative service solutions to create a seamless customer experience.

Job Description:

We are seeking a technology-minded Customer Service professional who enjoys solving problems, improving processes, and helping others navigate complex systems. This role combines customer service expertise with CRM administration, technical troubleshooting, data management, reporting, and process improvement.

The ideal candidate is naturally curious, comfortable working with technology, and able to identify opportunities to make systems and workflows more efficient. You will serve as a key resource for customer inquiries while also helping optimize CRM functionality, implement automation, leverage AI tools, and maintain accurate customer information.

Key Responsibilities:

• Serve as a key customer support resource through phone, email, and online channels, assisting with orders, payments, subscriptions, registrations, educational programs, and account-related questions.
• Manage and enhance CRM functionality, including case queues, routing, workflows, service-level tracking, reporting, and dashboards.
• Monitor customer cases and ensure issues are addressed promptly while maintaining appropriate service standards and follow-up.
• Utilize AI and automation capabilities to improve response times, case management, knowledge sharing, and overall service efficiency.
• Investigate and resolve challenging technology and access issues involving websites, mobile applications, online platforms, educational systems, and other digital services.
• Partner with internal teams and technology resources to troubleshoot issues and ensure problems are resolved efficiently.
• Maintain the accuracy and reliability of customer and membership records by identifying duplicate, outdated, or inconsistent information.
• Review data exceptions and membership changes regularly to ensure records remain current and accurate.
• Identify opportunities to streamline processes, automate repetitive tasks, and improve the overall customer experience.
• Assist with promoting organizational programs and services through customer interactions, outreach, and cross-selling opportunities.
• Assist with onboarding and training new Customer Service team members.
• Assist with departmental administrative responsibilities, including correspondence, mail distribution, application processing, and document preparation.
• Provide ongoing support related to customer records, online access, educational services, and other member-facing needs.

Qualifications:

• 2–3 years of hands-on experience administering or configuring Microsoft Dynamics 365
• Experience working with CRM functions such as queues, routing, forms, views, workflows, dashboards, metrics, and service-level processes.
• Strong technical aptitude with the ability to learn and implement new technology quickly.
• Demonstrated ability to investigate complex issues, determine root causes, and coordinate with multiple departments to reach a solution.
• Strong written and verbal communication skills with excellent attention to detail.
• Effective organizational and project coordination abilities.
• Comfortable working in a collaborative, fast-paced environment with changing priorities.
• Proficiency with Microsoft Office, Excel, Microsoft Power Platform, CRM reporting tools, D365 dashboards, and/or Power BI.
• Associate degree with five or more years of progressively responsible customer service experience, or an equivalent combination of education and experience.

Additional Details:

• Experience within a professional association, membership organization, or medical society is preferred.
• This is a contract role for 3 months
• Spanish/English bilingual skills are a plus.
• Strong reporting and analytical abilities with the ability to identify trends and recommend service improvements.
• Position requires the ability to commute to the Rosemont office at least twice per week.

Perks:

• Hybrid work environment
• Opportunity to work with CRM, AI, automation, and emerging customer service technologies
• Collaborative and team-oriented workplace
• Opportunity to influence customer experience and process improvement initiatives
• Professional development and exposure to Microsoft Dynamics 365 and Power Platform

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request

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