Customer Service Systems Support Specialist

Position Summary: The Customer Service Systems Support Specialist provides day-to-day technical and operational support to the Customer Care and Fulfillment teams. This role ensures that all customer service applications function smoothly, assists with troubleshooting issues, and collaborates with Application Development to implement enhancements that improve efficiency and user experience. The specialist acts as the key connection between end users and the technical teams supporting customer-facing systems.

Essential Job Functions:        

1. Serve as the first point of contact for system-related questions or issues within Customer Care and Fulfillment.
2. Review all customer-facing mailings and digital communications for accuracy, report discrepancies and test within ACS to resolve application errors and workflow challenges.
3. Perform all user-end testing requested by I.T. and Application Development to ensure seamless customer experience through database and website changes.
4. Assist in tracking open helpdesk tickets and ensuring timely follow-up and resolution.
5. Identify and document opportunities to streamline tools or automate tasks within systems.
6. Conduct UAT (User Acceptance Testing) and provide feedback to ensure updates meet business needs.
7. Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.
8. On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associates will be provided training on how to handle said situations should they arise.
9. Regular and reliable attendance at the worksite and adhere to assigned schedule. – This position is a remote position unless assigned to special projects for limited durations or mandatory training.
10. Adhere to all company and departmental policies and procedures per the guidebook including all safety requirements including all safety guidelines.
11. Utilize electronic time management system to input time, attendance and paid off request.
12. Maintain comprehensive documentation of all system automations, process enhancements, and efficiency initiatives; track the progress of active projects, and coordinate preparation activities and pre-implementation tasks for upcoming initiatives.

Non-Essential Job Functions:

1. Serve as back-up to I.T. for creation and maintenance of promotion codes and letter writing.
2. Communicate and function as liaison to other Unity departments, as necessary
3. Complete projects remotely as assigned by Vice President.
4. Back up Customer Care Specialist team and/or supervisors as needed.

Education:

• High school diploma or GED equivalent

Experience:    

1. Former experience in a customer service department, preferably in a call-center environment.
2. Demonstrated excellent verbal and oral presentation skills
3. Excellent organizational skills and ability to multi-task consistently.
4. Excellent communication and interpersonal skills, with the ability to effectively interact with those in crisis, as well as with individuals at all levels of the organization.

Other Requirements:

•  An active data plan with a reputable mobile service provider or a landline, ensuring reliable and secure access to the company's data center for login authentication.

Computer Skills:  

• Proficient end-user of MS Office:   MS Word, MS Outlook, and MS Excel.

• Proficient with internet research and access
• 3-year intermediate end-user of ACS database systems with demonstrated ability to train others on application

Competency Statement(s):      

• Leadership:  Able to provide direction, motivation and model best practices
• Performance Management:  Provide on-going staff support and improve effectiveness of individuals and teams. 
• Values:  Able to demonstrate commitment to the Unity core values which are honesty, trust, excellence, integrity and respect.

Work Environment & Physical Requirements 

Additional Information 

Work Environment: Office Environment 

Acknowledgment 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.