Support Services Representative

OC FCA; Kansas City (MO); Hybrid; USD 35,000 - 45,000; Full time

Job summary

The FCA ministry is seeking a Support Services Representative I to be the first point of contact for staff and the public. You will respond to calls regarding software/hardware concerns and direct staff to the appropriate department, while supporting the FCA mission and values.

Key duties include answering 800# queries, entering data, solving issues, and escalating where necessary. Strong customer service and basic tech skills are essential for success.

Qualifications

• Customer service-oriented role requiring clear communication and problem-solving skills.
• Ability to handle high call volume with accuracy and courtesy.
• Familiarity with Windows/Mac environments and MS Office is preferred.

Responsibilities

• Respond to 800# calls from the public and staff.
• Receive and route tickets, solving issues or escalating as needed.
• Perform data entry for credit card updates and record maintenance in FCAOne.
• Maintain composure and provide basic computer troubleshooting and reports.

Skills

Customer service

Problem solving

Communication

Calm demeanor

Tools

Windows

Mac

Microsoft Office Suite

Job description

The Support Services Representative I is often the first level contact with the public and must have a broad knowledge of the FCA ministry and its departments. To the staff serving the field, the Support Services Representative I quickly responds to calls concerning software/hardware concerns or directs the staff member to the appropriate department. The Support Services Representative I will serve on the Support Services Team to advance FCA's mission and vision while reflecting its core values in supporting the staff to impact coaches and athletes for Christ.

MINISTERIAL DUTIES

These responsibilities are critical to the FCA mission, and this position plays a vital role in our ministry. FCA expects all functions and responsibilities outlined below to be carried out with a heart surrendered to serving God as a form of worship.

• Agree with, and abide by, FCA's Christian Community Statement .
• Follow a spiritual rhythm including daily prayer and Bible study to seek the Lord's will for FCA.
• Lead, conduct and provide spiritual leadership for staff, volunteers, coaches and athletes through prayer, Bible study, worship and living by example so they are equipped to serve others.
• Connect to and participate in a local church through worship and weekly involvement.
• Conduct yourself in a manner that affirms biblical standards of conduct in accordance with FCA's Christian beliefs (see FCA's Christian Community Statement) at all times.

ROLE RESPONSIBILITIES

• Respond to 800# calls from the public and staff.
• Receive and respond to calls and tickets to either solve or escape to second tier in a timely manner.
• Answer questions related to FCA's programs and services.
• Perform data entry for credit card updates, merging tickets, and updating records in FCAOne.
• Handle a high volume of calls, keeping responses accurate and efficient.
• Basic computer troubleshooting and support.
• Basic report generation as instructed.
  

COMPETENCIES

• A clear understanding of the ministry of FCA (i.e. vision, mission, values, ministries, ministry distinctives and fundamentals.
• Excellent customer service skills, problem solving skills, and communication skills.
• Proficiency with technology including Windows, Mac, and Microsoft Office Suite.
• Ability to maintain calm demeanor with difficult callers and customer service situations.
  

EXPERIENCE

• 0-3 years experience in Support Services or related field.
  

Reports To

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