GSD Global Support Generalist Fluency in English and Spanish Required

Description

The Global Support Generalist is responsible for promoting customer satisfaction by maintaining positive customer relations and coordinating a wide variety of functions as they relate to global support and request fulfillment. The person in this role will build trust by understanding the unique global needs of our customers and resolve those needs effectively and efficiently. The Generalist is expected to respond to customer inquiries in an accurate and timely manner using all forms of communication including phone email and electronic messages. The Generalist records all appropriate information in the proper Church operated system. This role handles basic to moderate issues and problems while referring more complex issues to higher-level staff.

Our contact center team supports the Church Online Store. Global support generalists serve on interactions assisting members leaders employees and friends of the Church with orders issues and product inquiries.

Our purpose is to minister to the one by helping individuals 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 will be Monday through Friday from 9:30 a.m. to 6:00 p.m . Under the current Alternative Work Arrangement (AWA) for this position the incumbent is required to work at least 1 day in the office each week (may be more based on business needs); therefore must live close. Please note that this hybrid arrangement is subject to an approval process and may change at any time based upon business team division and department needs.

Learn more about the GSD HERE! Enjoy our on-site building amenities that include a cafeteria and gym!

• Acts as the first point of contact for all customer phone calls and emails and provide prompt resolution and troubleshooting for the customer
• Delivers exceptional customer service to both external and internal customers
• Clarifies customer requirements; probes for understanding 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
• Outbound 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 (e.g. email chat and 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

• 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 completely 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

Required Experience:

Exec