GSD Global Support Generalist Fluency in English and Spanish Required at The Church of Jesus Christ of Latter-day Saints

DescriptionThe 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 covenantsLearning the doctrine of ChristComing unto HimThe specific schedule for this position will beMonday 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 GSDHERE! Enjoy our on-site building amenities that include a cafeteria and gym!ResponsibilitiesActs as the first point of contact for all customer phone calls and emails and provide prompt resolution and troubleshooting for the customerDelivers exceptional customer service to both external and internal customersClarifies customer requirements; probes for understanding provides resolution to the customerFacilitates the timely and complete resolution of current and potential customer issues and inquiriesActs as the point person on all order processing and requestsInitiates account credits returns and general customer maintenanceUses knowledge of our products and the gospel to suggest alternative and additional products or solutions to customersRecords all customer contact information in CRM systemOutbound customer contact as inquiries and projects requirePreferred SkillsHard SkillsProficiency in CRM softwareFast and accurate typingAbility to communicate across multiple channels (e.g. email chat and phone)Basic troubleshooting and technical knowledgeStrong data entry and documentation skillsFamiliarity with product or service informationExperience navigating ticketing systemsFluent in both spoken and written English and SpanishUnderstanding of service level agreements (SLAs) and key performance indicators (KPIs)Knowledge of company and department policies and proceduresSoft SkillsEmpathy and active listeningClear and professional communicationPatience and emotional resilienceStrong problem-solving and critical thinking abilitiesAdaptability and flexibilityEffective time management and prioritizationTeam collaboration and supportPositive attitude and a customer-first mindsetAbility to de-escalate and resolve conflictPersonal accountability and ownershipQualificationsRequires a high school diploma or equivalent 0 to 2 years of related experience preferredAbility to learn computer programs databases and websites quicklyQuick to respond to requests and completely dependable on follow-throughDemonstrated ability to handle sensitive confidential informationSuperior oral and written communication skillsPerforms work under general supervisionOutstanding customer skills with the ability to empathize and professionally troubleshoot and resolve customer issuesHandles basic to intermediate issues and problems and refers more complex issues to Global Support SpecialistsWritten and Spoken Spanish requiredRequired Experience:Exec Key Skills Dhcp,Front Office Management,Information Technology Sales,Field Sales,ITI Employment Type : Full-Time Experience: years Vacancy: 1