Leader Support Specialist

Há 5 dias

São Paulo, Brasil The Church of Jesus Christ of Latter-day Saints Tempo inteiro

Job Description
The purpose of the Global Services Department is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way. The purpose of this position is to be a point of contact to support Bishops, Ward and Stake Clerks with their questions and challenges. This support will be provided through a contact center type of environment. This position receives calls, messages and emails through the support system to answer inquiries from leaders. They are to use their knowledge, systems and help from the collaboration cloud (GSD and Area personnel) to resolve all issues. They are expected to provide complete resolution and show ownership with Christlike service. This is a professional entry level individual contributor role.
Responsibilities
Acts as primary point of contact and serves as an advocate for ecclesiastical leaders in their assigned area and language (Bishops, ward and stake clerks). Would respond to calls, messages or emails received from them and provide education on new systems and processes as applicable.
Seek to understand the leader challenges and analyze the best way to resolve all issues completely and timely with little help. (Answers may not always exist.)
Appropriate use and contact with the Collaboration Cloud to provide a stronger specialized knowledge to meet ecclesiastical leaders needs.
This involves resolving technical, processes and administrative enquiries via phone and email.
May assist in creating specific training and self- help material for them.
Provide input into process, procedures, systems, and training improvements, based on feedback from leaders.
Look for ways to improve processes and provide feedback to the Area Leader Support Manager.
Work with the Global Services Department (GSD) and Area personnel as needed.
Required
QUALIFICATIONS
Bachelor's Degree
1 year of applicable work experience in a contact center environment, or a combination of education and applicable experience of 5 years.
Strong listening skills to understand the customers needs and know how to help them.
Good customer focused approach to finding solutions and working with leaders.
Ability to provide feedback on processes to help make changes and improvements.
Preferred
Experience with a Customer Relationship Management system with Service Now Knowledge of Church organization and leaders responsibilities an advantage

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