Customer Service Representative
Archdiocese of Omaha Chancery - Omaha
Part-Time
POSITION TITLE: Customer Service Representative
DEPARTMENT: FOCCUS® Marriage Ministries
REPORTS TO: Executive Director
EFFECTIVE DATE: July 2, 2024
CLASSIFICATION: Regular, Part-Time, Non-Exempt
HOURS PER WEEK: 20
POSITION SUMMARY
FOCCUS® Marriage Ministries offers marriage preparation inventory and marriage enrichment inventory and resources to organizations for engaged and married couples 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.
• 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 and 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.
• Ability to learn and effectively use software relevant to job duties (i.e., QuickBooks Online, Microsoft Office Suite, Zoom, Slack, Jira, Adobe Suite, etc.).
• 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 and teachings of the Church.
• High school diploma or equivalent required.
• Experience with the FOCCUS® Marriage Preparation Inventory preferred.
• Experience with customer service preferred.
WORKING CONDITIONS:
• Routine office environment; ADA-accessible building.
TRAVEL REQUIREMENTS
• Less than 5% conference and presentation travel when required
ORGANIZATIONAL RESPONSIBILITY
Employees of the of the Archdiocese of Omaha will have knowledge of the Catholic faith, a willingness to work for a Catholic, faith-based organization and adhere to the policies of the Archdiocese of Omaha. Employees will not publicly oppose the teachings of the Catholic faith nor publicly advocate for any position in conflict with Catholic teaching, or the specific positions of the Archdiocese of Omaha or the United States Conference of Catholic Bishops. This requirement includes any public speech, demonstration or writing including the use of social media or other digital technologies.
DEPARTMENT: FOCCUS® Marriage Ministries
REPORTS TO: Executive Director
EFFECTIVE DATE: July 2, 2024
CLASSIFICATION: Regular, Part-Time, Non-Exempt
HOURS PER WEEK: 20
POSITION SUMMARY
FOCCUS® Marriage Ministries offers marriage preparation inventory and marriage enrichment inventory and resources to organizations for engaged and married couples 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.
• 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 and 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.
• Ability to learn and effectively use software relevant to job duties (i.e., QuickBooks Online, Microsoft Office Suite, Zoom, Slack, Jira, Adobe Suite, etc.).
• 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 and teachings of the Church.
• High school diploma or equivalent required.
• Experience with the FOCCUS® Marriage Preparation Inventory preferred.
• Experience with customer service preferred.
WORKING CONDITIONS:
• Routine office environment; ADA-accessible building.
TRAVEL REQUIREMENTS
• Less than 5% conference and presentation travel when required
ORGANIZATIONAL RESPONSIBILITY
Employees of the of the Archdiocese of Omaha will have knowledge of the Catholic faith, a willingness to work for a Catholic, faith-based organization and adhere to the policies of the Archdiocese of Omaha. Employees will not publicly oppose the teachings of the Catholic faith nor publicly advocate for any position in conflict with Catholic teaching, or the specific positions of the Archdiocese of Omaha or the United States Conference of Catholic Bishops. This requirement includes any public speech, demonstration or writing including the use of social media or other digital technologies.