Position: Mission Support Coordinator
Department: Office of the Archbishop-COO
Reports To: Director of Strategic Projects
Classification: Non-Exempt
General Description
The Mission Support Coordinator will navigate issues and inquiries from RCAN (Roman Catholic Archdiocese of Newark) entities, ensuring their timely and effective resolution. The position requires a detail-oriented, customer-focused candidate who can manage multiple responsibilities in a dynamic environment. This position reports to the Director of Strategic Projects.
Specific Duties/Responsibilities
The following specific responsibilities are representative of the duties required in this position. They may be unilaterally but reasonably changed based on the working environment and departmental needs.
• Utilize the Regional Hub (Microsoft Dynamics 365 CRM) system to enter cases, manage and track case progress, ensure accurate and up-to-date records, assigning and escalating cases as needed to ensure timely resolution.
• Provide excellent customer service to RCAN affiliates, prioritizing and addressing inquiries and resolving issues promptly and efficiently
• Maintain accurate records of interactions, ensuring data integrity in the CRM system.
• Communicate effectively with internal and external customers via phone, email, and other channels, maintaining a professional and courteous demeanor.
• Collaborate with internal teams and departments to ensure efficient issue resolution.
• Assists with training and mentoring of Hub users.
• Track performance metrics and key performance indicators (KPIs) such as response time, customer satisfaction, or case resolution time.
• Maintain an understanding of RCAN policies to provide accurate information to customers.
• Identify opportunities for process improvements and contribute to the development of best practices.
• Other duties as assigned.
Qualifications/Skills
• Previous experience as a Customer Service Representative or similar role.
• Strong communication skills, both written and verbal.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work under pressure and handle potentially difficult or sensitive issues in a professional manner.
• Active listening, empathy and patience in dealing with customer inquiries and issues.
• Conflict resolution skills or ability to manage difficult conversations.
• Knowledge and understanding of the Roman Catholic Church, and the structure and ministries at the Archdiocesan Pastoral Center a plus.
Education and/or Experience (Preferred)
• High school diploma required; Associate's or Bachelor's degree preferred.
• 2-5 years of experience in customer service, operations, or a related field.
• Microsoft Office 365 proficiency (Outlook, Teams, Excel, Word, PowerPoint).
• Experience with Microsoft Dynamics 365 CRM or similar customer relationship management software a plus.
• Bilingual (Spanish) a plus, with preference given to conversational or fluent proficiency.
Physical Demands
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
To apply for this position, please visit the following link:
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=75306b39-1cbe-4ec5-9529-e4066acb1c55&ccId=19000101_000001&jobId=569487&source=CC2&lang=en_US
