GSC Part Time Customer Service Rep, Local Unit Support, Tagalog/English, Graveyard Shift

The Church of Jesus Christ Latter-Day Saints Salt Lake City, UT
Posting Info

Posting Dates: 07/11/2018 - No Closing Date

Job Family: Customer Services

Department: Global Service Center

Purposes

The candidate that fills this part-time grave-shift position will be working in an inbound call center environment providing quality customer service by answering calls and emails in Tagalog and English, from priesthood leaders and members in the Philippines and Pacific area regarding membership, finance, policy and technical questions. The candidate must resolve questions and issues quickly and in harmony with Church policy. The candidate must also provide prompt, accurate, and efficient responses in a manner that demonstrates the highest level of professionalism, courtesy and customer service.

For this part-time position, potential candidates must be able to work 28 hours per week during a shift generally scheduled Monday through Thursday, 10:00 p.m. until 4:30 a.m. and Saturday, 8:00 p.m. until 12:00 a.m. Salary and grade will be determined at the time of hire based on experience, education, and skill.

Qualifications

Associates degree in business, communications, finance, accounting, computers or equivalent. Bachelor's Degree preferred.

2-4 years' work experience (preferably in a call center environment). Previous clerk or church leadership experience is a plus.

Must be able to communicate fluently in English and Tagalog (written and verbal).

Excellent telephone, communication, and computer skills. Must type minimum of 30-50 WPM.

Must demonstrate exceptional customer service and interpersonal skills with a broad range of customers that have varying levels of technical skills.

Must be adaptable to a broad range of assignments.

Must have an ability to adapt to changing policies and procedures.

Must have enhanced problem solving skills.

Multitask within multiple GSC-related programs while actively listening to the customer.

Must be able to look at computer monitors for long periods of time.

Must be able to sit for long periods of time.

Must be able to keep information confidential.

Be accountable to performance metrics.

Responsibilities

This position provides Tier One customer service. You will provide quality customer service while answering calls and responding to e-mails (e-docs/tickets) from customers regarding a variety of issues. While in this position you will use excellent communication and interpersonal skills with sound judgment. You are required to respond to questions, concerns, and complaints from customers and assist other team members as needed. You may become a Subject Matter Expert and could have the opportunity to participate as a member of a specialized committee. You will serve as a role model in fulfilling the Church's mission with compassion toward others and an attitude of devotion to God.

Your time should be allocated as follows:

85%

o Receiving calls (using a headset), e-mails (e-docs/tickets), and online chats from customers.

o Making outbound calls (using a headset) when necessary.

o Confidently resolving a variety of issues (administrative, technical, and professional) from a variety of customers in accordance with Church policies while being sensitive to the customer's needs.

o Providing clear, concise, and complete documentation of all work (including while on the call and after the call) in a timely manner.

10%

o Providing requested support to team members for a variety of specialized and technical customer service issues.

o Participating on a committee.

5%

o Other duties as assigned.

Worthiness Qualification

Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy.

Posting Notice/More Info.

Please Note: All positions are subject to close without notice.

Find out more about the many benefits of Church Employment at http://careers.lds.org.