Customer Operations Specialist

Addison Group; Rosemont (IL); Hybrid; USD 36,000 - 47,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k)

Hybrid work schedule

Job summary

Addison Group is seeking a Customer Operations Specialist in Rosemont, IL to deliver excellent customer service, CRM administration, and data management. The role combines problem solving, process improvement, and technical troubleshooting across CRM, reporting, and workflows.

You will collaborate with cross-functional teams to ensure timely resolutions, accurate records, and a seamless customer experience in a fast-paced environment. Hybrid schedule required with in-office presence in Rosemont.

Qualifications

• 2–3 years of hands-on experience with Microsoft Dynamics 365.
• Experience with CRM functions: queues, routing, forms, views, workflows, dashboards.
• Strong written and verbal communication with excellent attention to detail.
• Organizational and project coordination abilities.
• Spanish/English bilingual skills are a plus.

Responsibilities

• Serve as a trusted customer service resource via phone, email, and online channels.
• Provide personalized support for orders, payments, subscriptions, and account access.
• Manage CRM functionality including queues, routing, workflows, and dashboards.
• Monitor inquiries to ensure timely resolution and proper documentation.
• Collaborate with internal teams to troubleshoot issues and communicate solutions.
• Maintain accurate customer and membership records and clean data.

Skills

Microsoft Dynamics 365

CRM management

Communication

Organization

Power BI

Education

Associate degree

Tools

Power Platform

Excel

D365 dashboards

Job description

Job Title

Customer Operations Specialist

Assignment Type

Direct Hire

Pay

$30/hr 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).

Job Description

We are seeking a 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.

Key Responsibilities

• Serve as a trusted and responsive customer service resource through phone, email, and online channels, providing personalized support with orders, payments, subscriptions, registrations, educational programs, account access, and membership-related questions.
• Deliver a positive and seamless customer experience by listening to customer needs, addressing concerns, providing timely solutions, and ensuring appropriate follow-up through resolution.
• Manage and optimize CRM functionality, including customer case queues, routing, workflows, service-level tracking, reporting, and dashboards to support efficient and consistent service delivery.
• Monitor customer inquiries and cases to ensure timely resolution, accurate documentation, and adherence to established service standards.
• Partner with internal departments and technology teams to troubleshoot customer issues, communicate solutions, and ensure concerns are resolved efficiently and effectively.
• Maintain accurate and reliable customer and membership records by identifying and correcting duplicate, outdated, or inconsistent information.
• Regularly review data exceptions, account updates, and membership changes to ensure customer records remain accurate, complete, and up to date.
• Educate customers about relevant organizational programs, products, and services while identifying appropriate opportunities to promote offerings and provide additional value.
• Assist with departmental administrative responsibilities, including customer correspondence, mail distribution, application processing, document preparation, and record maintenance.
• Provide ongoing customer support related to account records, online access, educational services, membership needs, and other customer-facing programs and services.
• Contribute to a collaborative, solutions-oriented customer service environment by sharing knowledge, identifying recurring customer concerns, and recommending improvements that strengthen customer satisfaction and retention.

Qualifications

• 2–3 years of hands-on experience within Microsoft Dynamics 365 (required)
• Experience working with CRM functions such as queues, routing, forms, views, workflows, dashboards, metrics, and service-level processes.
• 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.
• Experience within a professional association, membership organization, or medical society is preferred.
• 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.
• 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