Customer Support Specialist - Bilingual

Mac Papers and Packaging,•Jacksonville, FL

21h•Onsite

About The Position

A Customer Support Specialist- Bilingual 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. Must be able to communicate in English and Spanish fluently. This is meant to be a guide. Duties may vary dependent upon management.

Requirements

High school diploma or GED required.
1-3 years of 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, organizational, oral and written communications skills.
Ability to multi-task, prioritize, and manage time effectively.
Must have intermediate Microsoft Office (Word, Excel, Outlook) skills.
Must be able to efficiently use a Windows-based computer.
Ability to prioritize and complete assignments accurately and in a timely manner.
Able to effectively handle multiple priorities with a strong attention to detail in a fast-paced environment.
Must be able to work alone, and with a team.
Must be able to read and communicate in English, for safe and effective performance of the job and business operations.
Must be able to communicate in Spanish fluently.
Must be able to pass a drug screen and criminal background check.

Responsibilities

Responsible for answering customer calls in a timely and professional manner.
Identify and assess customer needs 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.
Quickly learn and demonstrate a solid understanding of product specifications to better respond to customer inquiries.
Other duties as assigned.