Mission Support Coordinator

POSITION DESCRIPTION

Position:                  Mission Support Coordinator

Department:             Office of the Archbishop-COO

Reports To:              Director of Strategic Projects

Classification:          Non-Exempt

General Description

The Mission Support Coordinator serves as a main point of contact for inquiries from RCAN parish, school, and public inquirers, ensuring timely, accurate, and effective service. This role requires a detail-oriented, customer-focused professional who can manage multiple responsibilities in a fast-paced environment while supporting a high standard of service.

Specific Duties/Responsibilities

The following specific responsibilities are representative of the duties required in this position. They may be unilaterally but reasonably changed based on the working environment and departmental needs.

• Monitor all submissions and inquiries received through the Contact Us page on rcan.org, including email and telephone inquiries.
• Use the RCAN Regional Hub (Microsoft Dynamics 365 CRM) system to create, manage, and track cases; maintain accurate and current records; and assign or escalate cases as needed to ensure timely resolution.
• Provide excellent customer service to RCAN entities and external customers by prioritizing inquiries and resolving issues promptly and efficiently.
• Maintain accurate 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, maintaining a professional and courteous demeanor.
• Collaborate with internal teams and departments to ensure efficient issue resolution.
• Assist with training support for licensed Regional Hub users.
• Maintain an understanding of RCAN policies and procedures to provide accurate information to customers.
• Identify opportunities for process improvements and contribute to the development of best practices.
• Other duties as assigned.

Qualifications/Skills

• 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.

Education and/or Experience (Preferred)

• High school diploma required; associate or bachelor's degree preferred.
• 2-5 years of experience in customer service, operations, or a related field.
• Microsoft Office 365 proficiency (Outlook, Teams, Excel, Word, PowerPoint).
• Experience with Microsoft Dynamics 365 CRM or similar customer relationship management software a plus.
• Bilingual (Spanish) a plus, with preference given to conversational or fluent proficiency.

Physical Demands

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rev. 06/2025