Overview

A Customer Support Specialist, or CSS, will act as a liaison, provide product and services information, answer questions, and resolve with accuracy and efficiency any emerging problems that our customers may face. This is an in-office position.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Responsibilities:

• Identify and assess customer needs in order to generate solutions that exceed expectations.
• Respond to customers with accurate and complete information by using system tools and resources.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Respond to customers for inventory questions, quotes, and product availability.
• Manage customer complaints to provide situationally based solutions within the time limits and complete follow up to ensure resolution.
• Properly document all customer interactions.
• Follow communication best practice procedures.
• Go above and beyond to exceed customer expectations.
• Quickly learn and demonstrate a solid understanding of product specifications to better respond to customer inquiries.
• Other duties as assigned.

Required Qualifications:

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different customer situations
• Excellent interpersonal and communication skills
• Ability to multi-task, prioritize, and manage time effectively.

Education:

High school degree or equivalent

Working Conditions & Physical Requirements:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to type; operate standard office equipment; reach with hands and arms; and lift up to 25 lbs.
• Specific vision requirements include close vision, distance vision and the ability to adjust focus.

Mental Demands

• Regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; learn and apply new information or skills; perform highly detailed and multiple concurrent tasks; work under intensive deadlines with frequent interruptions; interaction with managers, staff and customers required.

Work Environment

• Employee works under typical office conditions, and the noise level is usually quiet.

Mac Papers Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.