New Zealand: Leader Support Specialist (5 Positions)

Job Description

The Area Leader Support (LSM) Department is establishing a new contact centre to serve as the primary point of contact and support for ecclesiastical leaders across the Pacific Area. This contact centre will assist leaders with questions and challenges related to their callings in a Christlike manner. To support this initiative, the LSM Department is seeking to fill five (5) permanent, full-time Leader Support Specialist (LSS) positions. These roles will be based at the Pacific Area Office and will report to the Leader Support Manager (LSM) in New Zealand.

Successful candidates must be fluent in English and if possible, have at least one other language spoken within the Pacific Area. They should also be flexible and willing to work on a rotational shift schedule as required.

Responsibilities

• Serve as the primary point of contact and support for Bishops, Ward, and Stake Clerks, addressing their inquiries and challenges through various communication channels, including phone, email, and electronic messaging
• Effectively understand and assess the needs and concerns of ecclesiastical leaders, providing timely and accurate solutions whenever possible during the initial interaction
• Appropriately escalate complex or unresolved issues to the Global Services Department (GSD) or relevant Pacific Area personnel for further assistance
• Track and report key metrics to the LSM to help evaluate team performance and identify opportunities to enhance support for local leaders
  
  

Qualifications

• Associate degree or equivalent post-secondary education
• A minimum of 3 years’ experience in customer support and/or customer relationship roles, or a combination of education and relevant experience totalling at least 5 years
• Previous experience in a contact centre environment is preferred
• Strong active listening, comprehension, and problem-solving abilities
• Proven ability to analyse and resolve service-related issues effectively, while collaborating with multiple stakeholders as needed
• A customer-focused mindset with a proactive approach to supporting leaders and finding practical solutions
• Ability to provide constructive feedback on processes to support continuous improvement
• Familiarity with Customer Relationship Management (CRM) systems; experience with ServiceNow is an advantage
• A solid understanding of Church organization, departments, and processes to work effectively across various functional areas and with headquarters
• A solid understanding of Church organization, departments, and processes to work effectively across various functional areas and with headquarters