Customer Service Representative - Church of Jesus Christ

Job Description

Required to follow the intermediate level of instructions in performing customer service work while using established routines. Applies limited analysis and problem-solving abilities in performing job duties. Performs such duties as data entry, filing, directing phone calls to appropriate personnel, etc. Serves as a role model in fulfilling the Church's religious mission with compassion toward others and an attitude of devotion to God, while performing tasks of an intermediate level of knowledge and judgment.

Responsibilities

Our Customer Service Agents participate in a variety of activities including:

• Providing professional assistance and guidance to FamilySearch patrons through email, chats, or phone calls.
• Assisting with a variety of family history projects that help prepare records to be indexed and published on FamilySearch.org.

• Receiving foundational and speciality training in areas of focus (such as indexing, patron support, Family Tree, FamilySearch sign-in, record and image audits, FamilySearch places, and so on).
• As a FamilySearch Operations missionary, you will be assigned to a group which will facilitate training, devotionals, and connections with other missionaries.
• Maintaining a positive, empathetic, and professional attitude toward patrons always.
• Tracking (information about interactions with patrons) and analyzing reports.
• Learning and understanding products that are supported.
• Assisting in various special projects for FamilySearch International in the Africa
• Contributing to process improvement for Africa region patron services
  
  

Qualifications

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

• Bachelor's Degree, HND and Associate Degree with a minimum of 3 - 5 years of experience in a specialized or related field or equivalent combination of education and experience;
• Detail-oriented – able to look for and find slight differences in the data.
• Intermediate computer skills (word processing, spreadsheets, email, presentation software, Internet search, good typing skills etc.)
• Good customer service and strong interpersonal relations skills.
• Ability to resolve routine questions and problems referring more complex issues to higher levels;
• Fluency in written and spoken English & French languages of West African Countries (Essential)
• Strong technical capabilities with the ability to learn new software and web applications quickly and train others.
• Knowledge of Computer hardware and installation is a plus.
• Good communication skills, both written and verbal
• A willingness to work on a team.
• A passion for family history and experience finding your own ancestors is desired.
• Able to schedule and monitor project progress, and production workflow.
• Office management or production environment management experience
• Genealogical experience is helpful but not a requirement.