JOB TITLE:
Customer Service Support Specialist
Schedule:
11:00 am - 8:00 pm / 12:00 pm - 9:00 pm
Santiago - On site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
This position is responsible for any combination of the following duties:
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
1- Trainer:
- Develop and write training materials
- Maintain training materials
- Train new and existing employees
- Develop a certification program and determine the effectiveness of training
- Provide support to employees
2- Consumer Affairs Specialist:
- Take and resolve irate customer issues
- Communication with internal and external customers
- Create/establish relationships with all Jostens departments and facilities
- Identify training needs
3- Quality Monitor:
- Record and evaluate CSR phone calls
- Coach employees on monitored phone calls
- Identify training needs
- Spot check-Side by Side monitoring
4- Support:
- Answer questions from CSRs within the CCC
- Assist CCC staff in resolving consumer issues
- Write and Update processes
- Maintain Dynamic Content
- Identify training needs
- Mentoring
5- Subject Matter Expert
- Specializes in specific product(s)
- Maintains documentation and JWeb
- Attends annual updates
- Supports any projects and/or testing needed
Required:
- High school education or equivalent required
- Minimum 2 years of customer service or call center experience as well as experience developing and delivering training
- Jostens product knowledge required
- Working knowledge of Legacy, Oracle, Intranet, Clipper
- Strong PC experience with Internet and Microsoft Suite including Access or similar system required
- Strong interpersonal, written, and verbal communication skills required
- Strong organizational and prioritizing skills being detail-orientated to ensure accuracy in dealing with data and systems
- Ability to initiate change through planning, problem-solving, decision making and effectively working with people
- Ability to work independently as well as part of a team to achieve established goals and meet crucial deadlines