GSD Global Generalist, Distribution Support

GSD Global Support Generalist, Distribution Support Job Description

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 role builds trust by understanding the unique global needs of our customers and resolving those needs effectively and efficiently. The Generalist responds to customer inquiries in an accurate and timely manner using all forms of communication, including phone, email, and electronic messages.

All information is recorded in the proper Church-operated system. The role handles basic to moderate issues and problems, while referring more complex issues to higher‑level staff.

Schedule:

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. This hybrid arrangement is subject to an approval process and may change at any time based on 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 provides prompt resolution and troubleshooting for the customer.
• Delivers exceptional customer service to both external and internal customers.
• Clarifies customer requirements; probes for understanding, and 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 the CRM system.
• Initiates outbound customer contact as inquiries and projects require.

• 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.

• 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.
• 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.

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings—giving Church members places to worship, teach, learn, and receive sacred ordinances—our…