Service Operations Coordinator

Archdiocese of Detroit • Detroit, MI

1d

About The Position

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.

Requirements

• 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
• 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
• 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

Nice To Haves

• Experience in a church, non-profit, or mission-driven environment is a plus
• Knowledge of the Roman Catholic faith, its institutions, policies, and practices is a plus

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED