GSD Telephone Operator at Church of Jesus Christ of Latter-day Saints

Overview

An Operator in the Voice Communications Center performs a wide variety of advanced and confidential tasks including managing highly confidential information, directing and placing phone calls, and providing exceptional service to all that contact the Church by analyzing problems and inquiries in a professional and timely manner.

Role

"Help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way.”
An Operator in the Voice Communications Center performs a wide variety of advanced and confidential tasks including managing highly confidential information, directing and placing phone calls, and providing exceptional service to all that contact the Church by analyzing problems and inquiries in a professional and timely manner. This position supports all General Authorities, Leadership, Directors for Temporal Affairs, Managing Directors, Missions, Temples, Meetinghouses, Employees, members, and non-members worldwide, and operates on a 24 hour basis every day of the year.

About The Company

Responsibilities

Operators at this level work independently with little supervision and regularly make complex routine and non-routine decisions using broad experience, skill, sound judgement, and extensive knowledge of the Church organization, policies, and practices to resolve issues and requests in a timely manner.

This role serves as the initial point of contact for the Church and acts as a liaison for General Authorities, Officers, and Leaders of the Church, Travel Personnel, Mission In-Field Representatives, Church Legal, Facilities Managers, and all church departments during regular business office hours and after-hours.

This position requires all operators to be familiar with the tools, policies, responsibilities, and processes of every shift, and will regularly rotate through weekend and holiday shifts.

Responsibilities include:

• Manage and field all incoming calls and correspondence to Church Headquarters.
• Provide personal assistance to General Authorities during and after business hours including: placing calls to other General Authorities, travel, designated tech, medical, legal, or home support personnel, and fulfilling personal requests for information.
• Provide support and facilitate communication with key personnel during events (General Conference, Christmas Devotional, etc.)
• Work with In-Field Representatives and Mission Presidents to handle specific and urgent requests
• Connect leaders with critical matters with travel, medical, legal, etc. at all hours of the day, night, weekend, or holiday.
• Serve as first emergency contact point for all temples, meetinghouses, and missions worldwide for facilities emergencies, risk management incidents, operations, and even crisis communications.
• Ensure prompt and confidential handling of sensitive information.
• Broad knowledge of the Church organizational structure, functions, and key personnel.
• General awareness of current Church, local, and world news or current events.
• Ability to learn and navigate through a large variety of resources.
• Assist in maintaining current information in databases and resources with accurate information.
• Maintain constant coordination and communication with other operators during shift.
• Build and maintain relationships between all departments of the church.
• Maintain composure during difficult calls, when handling upset callers and complaints.
• Work well under pressure and communicate and work as a team daily and during emergencies.
• Use sound judgment and problem-solving skills daily.
• Basic troubleshooting of technology for self and team members.
• Set and meet department, team, and individual goals and expectations.
• Continuous training and reviewing with manager, leads, and team members.
• Sitting for long periods of time, using computer monitors/equipment, and wearing a headset or use a handset for duration of shift is required.
• This position is an individual contributor role.

Requirements

• Associate degree plus 3 years of related experience, or any combination of equivalent education and experience. (Customer Service, Human Resources, Communication, Travel, Business Management, Administration)
• Intermediate knowledge of computer hardware and software, Microsoft Office, and basic ability to troubleshoot.
• Excellent telephone and interpersonal communication skills.
• Working knowledge of Church organization, doctrine, policies, and procedures.
• Ability to work in a professional manner with others as well as alone without supervision in an independent environment.
• Must have ability to quickly adapt to change, including policies and procedures.
• Must be flexible within a 365-day, 24/7 operating work schedule environment, including holidays, and weekends. Consistent availability for evening, weekend, and after-hours coverage is essential for this position.
• Ability to appropriately handle sensitive and confidential information.

Preferred:
• Bachelor’s Degree in related fields such as communications, business relations, human resources, etc.
• Ability to communicate in Spanish
• Previous Church employment
• Advanced technology skills and experience
• Leadership experience