Customer Support Specialist

Mac Papers and Packaging,•Jacksonville, FL

14h•Onsite

About The Position

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 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.

Requirements

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

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.