Mission Support & Customer Care Coordinator

Socket.dev; Newark (NJ); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Life Insurance

Pension

Disability

Voluntary 403b Plan

Job summary

RCAN seeks a Mission Support Coordinator to serve as the main contact for inquiries from RCAN parish, school, and public inquirers, ensuring timely, accurate service.

You will use the RCAN Regional Hub (Microsoft Dynamics 365 CRM) to create, manage, and track cases; escalate when needed; maintain records; and collaborate with internal teams while upholding RCAN policies and high service standards.

Qualifications

• Knowledge of the Roman Catholic Church, including its structure, protocols, and terminology.
• Prior experience in customer service or a similar service-oriented role.
• Strong written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Ability to work under pressure and handle potentially difficult or sensitive issues in a professional manner.
• Demonstrated active listening, empathy, and patience in responding to customer inquiries and concerns.
• Conflict resolution skills and the ability to manage difficult conversations professionally.

Responsibilities

• Monitor submissions and inquiries via the RCAN Contact Us page, email, and phone.
• Use the RCAN Regional Hub (Microsoft Dynamics 365 CRM) to create, manage, and track cases; maintain accurate records; escalate as needed.
• Provide excellent customer service to RCAN entities and external customers by prioritizing inquiries and resolving issues promptly.
• Maintain records of case progress and resolution, ensuring data integrity in the Regional Hub system.
• Communicate effectively with internal and external customers via phone, email, and other channels, professionally.
• Collaborate with internal teams to ensure efficient issue resolution.
• Assist with training support for licensed Regional Hub users.
• Maintain understanding of RCAN policies to provide accurate information to customers.
• Identify opportunities for process improvements and contribute to best practices.

Skills

Catholic church knowledge

Customer service

Written communication

Attention to detail

Multitasking

Pressure management

Active listening

Conflict resolution

Education

High school diploma

Associate or bachelor's degree preferred

2–5 years experience in related field

Microsoft Office 365 proficiency

Experience with Dynamics 365 CRM a plus

Bilingual Spanish a plus

Tools

Microsoft Dynamics 365 CRM

Microsoft Office 365

Outlook/Teams/Excel/Word/PowerPoint

Job description

RCAN seeks a Mission Support Coordinator to serve as the main contact for inquiries from RCAN parish, school, and public inquirers, ensuring timely, accurate service.

You will use the RCAN Regional Hub (Microsoft Dynamics 365 CRM) to create, manage, and track cases; escalate when needed; maintain records; and collaborate with internal teams while upholding RCAN policies and high service standards.