Service Operations Coordinator

Job Summary

The Service Operations Coordinator serves as the primary point of contact for all visitors, callers, and digital inquiries at the chancery. This role is responsible for delivering exceptional service through efficient triage of inbound queries, effective management of multi-channel communication, and proactive resolution of requests using shared service and call center best practices and knowledgebase.

Key Responsibilities

• Manage inbound and outbound calls, emails, and web chats using CRM and ticketing systems

• Intake, log, and triage all requests, ensuring accurate documentation and timely resolution

• Monitor departmental service compliance dashboards and follow-up with teams to ensure issues are being addressed

• Maintain a clean, organized, and welcoming reception area

• Uphold strict confidentiality and demonstrate respect for all individuals and the mission of the chancery

Required Knowledge/Skills/Abilities

• Proficiency in CRM/ticketing systems (e.g. Jira), Microsoft Office Suite, and knowledgebase systems

• Strong oral and written communication skills, with the ability to explain concepts and processes clearly

• Excellent organizational and multitasking abilities in a high-volume, fast-paced environment

• Sound judgment and ability to triage and prioritize requests

• Experience with service desk best practices, including queue management, SLA adherence, and first contact resolution

• Ability to work independently and as part of a cross-functional team

• Professional appearance and conduct

Education and Experience Requirements

• High school diploma or equivalent required; associate or bachelor’s degree preferred

• Prior experience in a call center, shared service, or technical support role strongly preferred

• Experience in a church, non-profit, or mission-driven environment is a plus

Physical Requirements

• Prolonged periods of sitting and working at a desk

• Ability to lift up to 20 pounds occasionally

• Some standing, bending, and walking are required

Additional Requirements

• Must agree, upon acceptance of an offer of employment, not to engage in, nor endorse, any actions or beliefs contrary to the teaching and standards of the Roman Catholic faith and morality

• Must demonstrate understanding, respect, and support for Catholic Church teaching, mission, and values

• Must maintain strict confidentiality regarding any chancery information

• Knowledge of the Roman Catholic faith, its institutions, policies, and practices is a plus