Support Services Representative

Support Services Representative I

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 escalate 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.
• College degree preferred.
• 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.