Customer Relations Specialist

Position: Customer Relations Specialist

Reporting Relationship: Manager of Customer Experience

FLSA Classification: Exempt 

Salary Range: $43 -44K - Commensurate with work experience, degree credential(s) and bilingual language skillset 

Benefits:  BBBS offers a competitive benefits package which includes Health and Dental coverage, Vision, Critical Illness, Accidental coverage, Voluntary and Basic Life Insurance, Short and Long-term disability, Flexible Spending Account, and a matching 401K retirement plan.

ABOUT BIG BROTHERS BIG SISTERS OF METRO CHICAGO (BBBSChi): 

BBBSChi’S Mission is to create and support one-to-one mentoring relationships that ignite the power and promise of youth. 

BBBSChi’S Vision is that all youth achieve their full potential.

Big Brothers Big Sisters of Metropolitan Chicago is an affiliate of the nation’s largest donor-and volunteer-supported mentoring network. We provide high quality mentoring services to thousands of children and their families across Cook, DuPage and Lake Counties in both Illinois and Indiana. Big Brothers Big Sisters carefully matches children (“Littles”) with caring, screened and trained adult mentors (“Bigs”). Throughout the course of their mentoring relationship (“match”), we monitor and support the match, providing safety and quality measures, as well as outcome-based activity ideas and goals. Learn more at www.BBBSCHGO.org.   

BBBSChi’s Core Value is that we deeply believe Access, Belonging, and Opportunity is paramount and fundamental to BBBSChi’s success. We all work to build and maintain a positive work environment for our staff, volunteers, and program participants. It is our belief that every staff member should embrace these principles in the decision-making process. Therefore, we fully expect the ideal candidate will carry out their function with these core values in mind and treat everyone respectfully and fairly.

Position Summary:

Responsibilities include initial intake and processing of any volunteer and youth inquiries and new applications. This includes proper screening of all volunteers and youth according to BBBSChi policies and guidelines to determine eligibility to become part of BBBSChi Site Based or Community Based programs located in Cook, DuPage and Lake Counties of Illinois & Indiana. The ideal candidate is highly organized, responsive, detail-oriented, and able to balance strong customer  service with efficient case and file management in a fast-paced environment.  This role requires strong follow-through, comfort with high-volume outreach, and the ability to manage multiple competing priorities simultaneously. 

Candidates should be comfortable working in a metrics-driven environment while maintaining a positive and professional experience for volunteers and families.  Successful team members are proactive, solution-oriented, coachable, and thrive in collaborative environments. 

This position operates in a hybrid environment with a vie-day workweek.  Employees are expected to work in person in the office two days per week, with additional in person days required as needed, based on business and departmental needs.  Three (3) of the five (5) workdays will follow an 11:00 a.m. to 7:00 p.m. schedule, with the remaining two (2) days following standard business hours.  Occasional evening and weekend flexibility is required based on program and departmental needs.     

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Essential Functions:

•        Process all volunteer and youth applications received following appropriate process guidelines, e.g., 24 hour inquiry response time, 100 calls/texts per week, etc.

•        Manage volunteer and family inquiries utilizing Matchforce, the information database system, DialPad and other efficiency/communication tools to foster and maintain a professional relationship with potential volunteers, youth, and families by monitoring and maintaining contract from inquiry to enrollment.

•        Perform all required background checks for potential volunteers including criminal checks through the local, state and national databases, child protective services and public domain searches.

•        Complete all required reference checks for eligible volunteers including references for any paid or volunteer work with children. 

•        Provide weekly schedules, progress updates and reports.

•        Communicate with bottle necks and strategize how to proceed. 

•        Monitor program capacity while keeping in mind match goals for each month/quarter, in conjunction with BBBSChi’s procedures.

•        Complete 75 volunteer/youth files per month, prioritizing projected match conversions for the month.

•        Maintain accurate records and timely documentation of work progress and performance using the information database system.

•        Incorporate Agency approved AI-supported tools (e.g., Microsoft Copilot) to enhance service delivery, improve workflow efficiency, and support high-quality, timely documentation while upholding confidentiality and ethical standards. Must become licensed (post-employment) to carry out the requested biometrics checks.  BBBSChi will  facilitate this process.

      Other duties as assigned.