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 meant to be a guide. Duties may vary dependent upon management.)

Essential Position Functions:

• 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.

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.

Education and/or Experience:

• 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.
• 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 work alone, and with a team.
• Must be able to pass a drug screen and criminal background check.

Work Environment:

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 walk and stand continuously for long periods of time.
• Talk or hear, both in person and by telephone.
• Reach with hands and arms.
• Specific vision requirements include close vision, distance vision and the ability to adjust focus.
• Lift up to 25 lbs.

Mental Demands

• Regularly required to use written and oral communication skills.
• Must be able to work independently with little supervision.

Work Environment

• Employee works under typical office conditions with a noise level of moderate, in a medium to large office setting.

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.