Customer Support Specialist- Bilingual

Mac Papers and Packaging,•Jacksonville, FL

2d•Onsite

About The Position

A Customer Support Specialist (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 role is meant to be a guide, and duties may vary dependent upon management.

Requirements

Bilingual (English/Spanish)
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.
Intermediate Microsoft Office (Word, Excel, Outlook) skills.
Ability 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.
Able to work alone and with a team.
Able to read and communicate in English, for safe and effective performance of the job and business operations.
Must be able to pass a drug screen and criminal background check.

Responsibilities

Answering customer calls in a timely and professional manner.
Identifying and assessing customer needs to generate solutions that exceed expectations.
Responding to customers with accurate and complete information by using system tools and resources.
Building sustainable relationships and trust with customers through open and interactive communication.
Responding to customers for inventory questions, quotes, and product availability.
Managing customer complaints to provide situationally based solutions within the time limits and complete follow up to ensure resolution.
Properly documenting all customer interactions.
Following communication best practice procedures.
Quickly learning and demonstrating a solid understanding of product specifications to better respond to customer inquiries.
Other duties as assigned.