Service Operations Coordinator

Detroit, MI - USA

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Summary

The Service Operations Coordinator serves as the primary point of contact for all visitors callers and digital inquiries at the chancery. This role is responsible for delivering exceptional service through efficient triage of inbound queries effective management of multi-channel communication and proactive resolution of requests using shared service and call center best practices and knowledgebase.

Key Responsibilities

Manage inbound and outbound calls emails and web chats using CRM and ticketing systems

Intake log and triage all requests ensuring accurate documentation and timely resolution

Monitor departmental service compliance dashboards and follow-up with teams to ensure issues are being addressed

Maintain a clean organized and welcoming reception area

Uphold strict confidentiality and demonstrate respect for all individuals and the mission of the chancery

Required Knowledge/Skills/Abilities

Proficiency in CRM/ticketing systems (e.g. Jira) Microsoft Office Suite and knowledgebase systems

Strong oral and written communication skills with the ability to explain concepts and processes clearly

Excellent organizational and multitasking abilities in a high-volume fast-paced environment

Sound judgment and ability to triage and prioritize requests

Experience with service desk best practices including queue management SLA adherence and first contact resolution

Ability to work independently and as part of a cross-functional team

Professional appearance and conduct

Education and Experience Requirements

High school diploma or equivalent required; associate or bachelors degree preferred

Prior experience in a call center shared service or technical support role strongly preferred

Experience in a church non-profit or mission-driven environment is a plus

Physical Requirements

Prolonged periods of sitting and working at a desk

Ability to lift up to 20 pounds occasionally

Some standing bending and walking are required

Additional Requirements

Must agree upon acceptance of an offer of employment not to engage in nor endorse any actions or beliefs contrary to the teaching and standards of the Roman Catholic faith and morality

Must demonstrate understanding respect and support for Catholic Church teaching mission and values

Must maintain strict confidentiality regarding any chancery information

Knowledge of the Roman Catholic faith its institutions policies and practices is a plus

Required Experience:

Job SummaryThe Service Operations Coordinator serves as the primary point of contact for all visitors callers and digital inquiries at the chancery. This role is responsible for delivering exceptional service through efficient triage of inbound queries effective management of multi-channel communica...