Customer Service Representative
FOCCUS Inc. USA - Omaha
Full-Time
POSITION TITLE: Customer Service Representative
DEPARTMENT: FOCCUS Inc. USA
REPORTS TO: Executive Director, FOCCUS
EFFECTIVE DATE: November 07, 2023
CLASSIFICATION: Regular, Full-Time, Non-Exempt
HOURS PER WEEK: 40
POSITION SUMMARY
FOCCUS® Marriage Ministries offers marriage preparation inventory and marriage enrichment inventory and resources to couples and organizations around the world. This position provides call center and email support for the FOCCUS® website and services, as well as order fulfillment, management of customer information, and support for conferences and trainings.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Service
o Respond to information requests via phone, email, or in-person.
o Listen to and interpret customer needs.
o Offer complete solutions, including other products and services and detailed explanations for use.
o Reference organization website and resources when responding to questions.
o Provide training/instruction to customers on using the system.
o Provide technical support for the organization website and resources.
o Enter detailed information into “support ticket” software.
o Update and maintain customer information.
o Train small and large groups of people how to become FOCCUS and REFOCCUS facilitators in person and using webinars.
• Orders
o Order fulfillment, including packing, posting, and shipping materials.
o Keep track of inventory tracking and maintain stock of materials.
o Stocking of inventory
KNOWLEDGE, SKILLS, AND ABILITIES
• Effectively communicates technical instructions and general information in person, by phone and email.
• Actively listens to others and asks questions when clarification is needed.
• Friendly, courteous attitude in all interactions.
• Proficient in computer and keyboard skills as well as an ability to learn and effectively use basic computer software.
• Competency in Microsoft Office and internet browsers.
• Ability to identify issues and generate and implement effective and timely solutions.
• Ability to multi-task while maintaining high-quality standards.
• Confident presenter of prepared materials.
• Ability to work with difficult customers and stressful situations while maintaining a positive attitude.
• Ability to quickly and accurately type notes/enter data while communicating with customers on the phone.
EDUCATION AND EXPERIENCE
• Background in and/or knowledge of the Catholic Church with a demonstrated commitment to the mission of the Church.
• High school diploma or equivalent required; undergraduate studies or degree preferred.
• Experience with the FOCCUS® Pre-Marriage Inventory preferred.
• Experience with customer service preferred.
WORKING CONDITIONS
• Routine office environment; ADA-accessible building.
TRAVEL REQUIREMENTS
• 5%: Conference and presentation travel
DEPARTMENT: FOCCUS Inc. USA
REPORTS TO: Executive Director, FOCCUS
EFFECTIVE DATE: November 07, 2023
CLASSIFICATION: Regular, Full-Time, Non-Exempt
HOURS PER WEEK: 40
POSITION SUMMARY
FOCCUS® Marriage Ministries offers marriage preparation inventory and marriage enrichment inventory and resources to couples and organizations around the world. This position provides call center and email support for the FOCCUS® website and services, as well as order fulfillment, management of customer information, and support for conferences and trainings.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Service
o Respond to information requests via phone, email, or in-person.
o Listen to and interpret customer needs.
o Offer complete solutions, including other products and services and detailed explanations for use.
o Reference organization website and resources when responding to questions.
o Provide training/instruction to customers on using the system.
o Provide technical support for the organization website and resources.
o Enter detailed information into “support ticket” software.
o Update and maintain customer information.
o Train small and large groups of people how to become FOCCUS and REFOCCUS facilitators in person and using webinars.
• Orders
o Order fulfillment, including packing, posting, and shipping materials.
o Keep track of inventory tracking and maintain stock of materials.
o Stocking of inventory
KNOWLEDGE, SKILLS, AND ABILITIES
• Effectively communicates technical instructions and general information in person, by phone and email.
• Actively listens to others and asks questions when clarification is needed.
• Friendly, courteous attitude in all interactions.
• Proficient in computer and keyboard skills as well as an ability to learn and effectively use basic computer software.
• Competency in Microsoft Office and internet browsers.
• Ability to identify issues and generate and implement effective and timely solutions.
• Ability to multi-task while maintaining high-quality standards.
• Confident presenter of prepared materials.
• Ability to work with difficult customers and stressful situations while maintaining a positive attitude.
• Ability to quickly and accurately type notes/enter data while communicating with customers on the phone.
EDUCATION AND EXPERIENCE
• Background in and/or knowledge of the Catholic Church with a demonstrated commitment to the mission of the Church.
• High school diploma or equivalent required; undergraduate studies or degree preferred.
• Experience with the FOCCUS® Pre-Marriage Inventory preferred.
• Experience with customer service preferred.
WORKING CONDITIONS
• Routine office environment; ADA-accessible building.
TRAVEL REQUIREMENTS
• 5%: Conference and presentation travel