Client Relations Senior Associate
FOCCUS® Marriage Ministries - Omaha
Customer Service
Full-Time
Location
Name of Facility: FOCCUS® Marriage MinistriesAddress
2222 N. 111th St
Omaha, Nebraska
68164
Submitted By
Name: Sheila J. SimpsonEmail: foccusmgr@foccusinc.com
Description
Department: FOCCUS® Marriage MinistriesReports to: Executive Director
Principal Duties and Responsibilities
POSITION SUMMARYFOCCUS® Marriage Ministries offers marriage preparation inventory & marriage enrichment inventory & resources to couples & organizations around the world. This position provides call center & email support for the FOCCUS® website & services, as well as order fulfillment, management of customer information, & support for conferences & trainings.
Being a Client Relations Senior Associate goes beyond having technical knowledge or understanding the product/service that we offer. It’s a role that requires a unique set of both soft & hard skills. These are the abilities that enable you to anticipate customer’s needs, create meaning connections with them, solve their problems effectively & ultimately ensure customer satisfaction.
PRINCIPAL DUTIES AND RESPONSIBILITIES
o Serve as the first point of contact for customers (phone/email/in-person), effectively addressing and resolving their issues or complaints, and escalating them as necessary.
o Harness a comprehensive understanding of our website, processes, product & service offerings.
o Actively monitor customer accounts & take appropriate action when necessary.
o Develop & maintain positive customer relations by delivering superior customer service.
o Use existing computer applications for customer service, MS Outlook 365, Zoom phones, Zoom meetings, and Atlassian Jira to assist, document, report & manage customer requests.
o Track customer feedback & report it to the Executive Director to enhance the customer experience.
o Strong empathy and active listening skills to and interpret customer needs.
o Advise customers of products & services that may benefit them.
o Stay abreast of all changes, developments & enhancements for all systems, products/services & upgrades.
o Receiving & processing orders, generating shipping labels, and preparing packages for shipment.
o Creating & maintaining accurate shipping documents including invoices, packing slips, and customs paperwork.
Requirements
Knowledge, Skills, and Abilities• Demonstrated ability to handle inbound and outbound calls effectively and efficiently at a senior level.
• Proven experience in providing exceptional customer service in a call center environment.
• Proficiency in data entry tasks with high attention to detail and accuracy.
• Experience in managing email/text correspondence professionally and promptly.
• Proficiency in languages (spoken and written) is essential.
• Requires advanced problem-solving skills.
• Actively listens to our customers and team to understand needs and asks questions when clarification is needed.
• Friendly, courteous attitude in all interactions (phone, email, text, in-person).
• 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.
• 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.
• Proactive attitude toward problem-solving.
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; undergraduate studies or degree preferred.
• Minimum of 3 years of experience as a client relations associate/customer service representative/call center support or in a similar role.
• Fluency in English both written and verbal.
• Bilingual Spanish both written and verbal a plus but not required.