The Church of Jesus Christ of Latter-day Saints
GSD Global Support Generalist Fluency in English and Spanish Required
The Church of Jesus Christ of Latter-day Saints, Riverton, Utah, United States, 84065
GSD Global Support Generalist (Fluency in English and Spanish Required)
The Global Support Generalist promotes customer satisfaction by maintaining positive customer relations and coordinating a variety of support functions related to global support and request fulfillment. The role builds trust by understanding the unique global needs of customers and resolving those needs effectively and efficiently. The Generalist responds to customer inquiries accurately and timely using phone, email, and electronic messages, and records all information in the Church-operated system. Basic to moderate issues are handled directly, while more complex issues are referred to higher-level staff. Global support generalists assist members, leaders, employees, and friends of the Church with orders, issues, and product inquiries. Our purpose is to minister to individuals by helping them acquire resources that support them in:
Making and keeping sacred covenants
Learning the doctrine of Christ
Coming unto Him
The specific schedule for this position is Monday through Friday, 9:30 a.m. to 6:00 p.m. Under the current Alternative Work Arrangement (AWA), the incumbent must work at least one day in the office each week (may be more based on business needs) and must live close to the office. Learn more about the GSD here! Enjoy our on-site building amenities that include a cafeteria and gym.
Responsibilities
Acts as the first point of contact for all customer phone calls and emails, providing prompt resolution and troubleshooting for the customer.
Delivers exceptional customer service to both external and internal customers.
Clarifies customer requirements; probes for understanding, and provides resolution to the customer.
Facilitates the timely and complete resolution of current and potential customer issues and inquiries.
Acts as the point person on all order processing and requests.
Initiates account credits, returns, and general customer maintenance.
Uses knowledge of our products and the gospel to suggest alternative and additional products or solutions to customers.
Records all customer contact information in CRM system.
Outbounds customer contact as inquiries and projects require.
Preferred Skills Hard Skills
Proficiency in CRM software.
Fast and accurate typing.
Ability to communicate across multiple channels (email, chat, phone).
Basic troubleshooting and technical knowledge.
Strong data entry and documentation skills.
Familiarity with product or service information.
Experience navigating ticketing systems.
Fluent in both spoken and written English and Spanish.
Understanding of service level agreements (SLAs) and key performance indicators (KPIs).
Knowledge of company and department policies and procedures.
Soft Skills
Empathy and active listening.
Clear and professional communication.
Patience and emotional resilience.
Strong problem-solving and critical thinking abilities.
Adaptability and flexibility.
Effective time management and prioritization.
Team collaboration and support.
Positive attitude and a customer-first mindset.
Ability to de-escalate and resolve conflict.
Personal accountability and ownership.
Qualifications
Requires a high school diploma or equivalent; 0 to 2 years of related experience preferred.
Ability to learn computer programs, databases, and websites quickly.
Quick to respond to requests and dependable on follow-through.
Demonstrated ability to handle sensitive, confidential information.
Superior oral and written communication skills.
Performs work under general supervision.
Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues.
Handles basic to intermediate issues and problems, and refers more complex issues to Global Support Specialists.
Written and spoken Spanish required.
About Us Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings—giving Church members places to worship, teach, learn, and receive sacred ordinances—our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.
Equal Employment Opportunity Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.
Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.
Seniority level: Entry Level
Employment type: Full-time
Job function: Human Resources
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Making and keeping sacred covenants
Learning the doctrine of Christ
Coming unto Him
The specific schedule for this position is Monday through Friday, 9:30 a.m. to 6:00 p.m. Under the current Alternative Work Arrangement (AWA), the incumbent must work at least one day in the office each week (may be more based on business needs) and must live close to the office. Learn more about the GSD here! Enjoy our on-site building amenities that include a cafeteria and gym.
Responsibilities
Acts as the first point of contact for all customer phone calls and emails, providing prompt resolution and troubleshooting for the customer.
Delivers exceptional customer service to both external and internal customers.
Clarifies customer requirements; probes for understanding, and provides resolution to the customer.
Facilitates the timely and complete resolution of current and potential customer issues and inquiries.
Acts as the point person on all order processing and requests.
Initiates account credits, returns, and general customer maintenance.
Uses knowledge of our products and the gospel to suggest alternative and additional products or solutions to customers.
Records all customer contact information in CRM system.
Outbounds customer contact as inquiries and projects require.
Preferred Skills Hard Skills
Proficiency in CRM software.
Fast and accurate typing.
Ability to communicate across multiple channels (email, chat, phone).
Basic troubleshooting and technical knowledge.
Strong data entry and documentation skills.
Familiarity with product or service information.
Experience navigating ticketing systems.
Fluent in both spoken and written English and Spanish.
Understanding of service level agreements (SLAs) and key performance indicators (KPIs).
Knowledge of company and department policies and procedures.
Soft Skills
Empathy and active listening.
Clear and professional communication.
Patience and emotional resilience.
Strong problem-solving and critical thinking abilities.
Adaptability and flexibility.
Effective time management and prioritization.
Team collaboration and support.
Positive attitude and a customer-first mindset.
Ability to de-escalate and resolve conflict.
Personal accountability and ownership.
Qualifications
Requires a high school diploma or equivalent; 0 to 2 years of related experience preferred.
Ability to learn computer programs, databases, and websites quickly.
Quick to respond to requests and dependable on follow-through.
Demonstrated ability to handle sensitive, confidential information.
Superior oral and written communication skills.
Performs work under general supervision.
Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues.
Handles basic to intermediate issues and problems, and refers more complex issues to Global Support Specialists.
Written and spoken Spanish required.
About Us Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings—giving Church members places to worship, teach, learn, and receive sacred ordinances—our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.
Equal Employment Opportunity Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.
Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.
Seniority level: Entry Level
Employment type: Full-time
Job function: Human Resources
#J-18808-Ljbffr