GSD Global Support Generalist, Distribution Support

The Church of Jesus Christ of Latter-day Saints•Riverton, UT

2d•Hybrid

About The Position

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. 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 a minimum of one day in our Riverton, UT office (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!

Requirements

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

Nice To Haves

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
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

Responsibilities

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