Join Our Team!

Are you an organized, detail-oriented professional who enjoys helping people, solving problems, and keeping things running smoothly? We are looking for a Customer Service Representative who is passionate about providing exceptional service to families while supporting the daily financial and administrative operations of our organization.

In this important role, you will serve as a key connection between families, schools, and internal teams. From answering parent questions and assisting with enrollment to supporting billing, payment processing, and attendance reporting, your work will help ensure a positive experience for the families and staff we serve.

If you enjoy a fast-paced environment, take pride in accuracy, and thrive on building positive relationships, we would love to meet you!

What You'll Do

Customer Service & Communication

• Serve as the primary contact for parent inquiries across all communication channels (phone, email, chat, in-person).
• Answer and redirect incoming calls to appropriate departments.
• Monitor and clear CSR voicemail, email, and chat queues daily.
• Provide timely, empathetic responses and solutions to family questions, concerns, or complaints.
• Support enrollment processes by sending forms, receiving paperwork, and communicating status updates to families and site teams.
• Communicate with schools and parents about student attendance interruptions or account status.
• Build positive, respectful relationships with families and staff to strengthen community engagement.

Accounts Receivable & Payment Processing

• Run daily reports to monitor outstanding balances.
• Review and reconcile accounts for payment accuracy, credits, or discrepancies.
• Conduct daily collection calls/emails for overdue balances.
• Process payments, manage payment plans, and support ACH setup.
• Escalate accounts over 90 days past due for leadership review and possible write-off.
• Troubleshoot parent account issues and walk families through billing questions or online portals.

Enrollment & Attendance Oversight

• Approve pending enrollments and send forms to site managers for printing and onboarding.
• Collect and reconcile A&P (Attendance & Payment) sheets from sites.
• Cross-reference daily attendance with internal systems to ensure correct billing and check-in records.
• Follow up on discrepancies, including missing check-ins, sudden drops, or unannounced starts.
• Pull weekly reports related to attendance, registration, and revenue tracking.

Subsidy Program Support (e.g., CCMS)

• Submit CCMS attendance checks and “no payer” reports weekly to CCA by Thursday.
• Coordinate with caseworkers to verify child enrollment and documentation.
• Notify site teams of any subsidy-related account changes or required follow-up.

Reception & Site Support

• Greet and assist all staff, families, and visitors entering the office or program site.
• Maintain professional front desk operations including tracking visitor logs, managing deliveries, and maintaining a welcoming environment.
• Ensure security procedures are followed for building access and documentation.

Team Collaboration & Special Projects

• Support overflow work from colleagues as needed to maintain team responsiveness.
• Contribute to special projects including but not limited to: Chargeback resolution, Subpoena and court order documentation, Reconciliation audits, and iCare/myclubhub troubleshooting or updates
• Model core values and social-emotional leadership practices that support organizational culture and team morale.
• Perform other duties as assigned 

Administrative Compliance

• Complete all required reports and administrative duties on time. 
• Collect and manage required data and internal and external reporting. Ensure accuracy of data and reporting. 
• Comply with all administrative policies and procedures, processes, and controls
• Accountable for accurate and timely paperwork, reports, and data entry
• Accountable for utilizing all BGCGTC communication tools regularly and effectively

Facility & Safety

• Accountable for adherence to all organizational health and safety policies and implementation of all safety practices and procedures at assigned work location(s)
• Take all necessary and reasonable precautions to protect members, staff, equipment, materials, and facilities. Abide by facility maintenance protocols and procedures to ensure compliance
• Accountable for reporting incidents and completing documentation within the required timeline
• Maintain discipline, de-escalate conflict between members and/or others

Relationships

• Be a positive role model 
• Maintain emotional control and make good decisions under pressure
• Represent the Boys & Girls Club in a positive manner

Attendance

• Regular attendance is required; arrive on time; punctuality is required

Nonessential Duties

• Complete all other duties as assigned

Education and Work Experience Requirements:

• Must be 18 years of age
• HS diploma or equivalent required
• One year of work experience involving client contact or customer service-related work
• Two years of experience with Excel

Minimum Requirements:

• Ability to perform all job requirements satisfactorily and meet the Education/Experience, Reasoning Ability, Personal Skills/Characteristics, Physical Conditions, Work Environment and Environmental Conditions listed below
• Detail oriented, accurate and efficient with high degree of attention to detail
• Able to work in a team environment and a virtual environment with minimal supervision
• Excellent verbal communication skills and professional etiquette
• Working knowledge of basic math and grammar with proficient written communication skills
• Minimum 2 years of experience with Microsoft Office: Outlook, Word and Excel
• Ability to learn and perform duties on company used software systems
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position
• Bilingual/Spanish desired

Preferred Qualifications:

• Bilingual
• Advanced technical understanding and experience with computer technology and software programs,particularly Google
• Advanced ability to create spreadsheets using formulas
• Customer service experience
• Work experience with or program knowledge of the Boys & Girls Club Movement(national and/or local Club) is an advantage

Physical demands:

• Work is primarily sedentary, working extended periods of sitting at a desk and working on a computer. 
• Frequent use of hands and fingers to type, write, and handle documents or office equipment.
• Occasional walking, bending, reaching, and lifting up to 25 lbs. 
• Regularly required to communicate in person, over the phone, and via video conferencing tools.
• Local and regional travel may be required for donor meetings, community engagement, or special events, utilizing personal and/or company vehicles.

Work environment:

• Work is typically performed in an office environment.
• Occasional work in off-site venues, including conference centers, community centers, or outdoor event spaces.
• Noise levels range from moderate to loud.
• Collaborative and mission-driven workplace requiring professionalism and discretion in handling sensitive information
• Standard office hours apply, though some evenings or weekends may be required