Customer Service Representative

4 weeks ago

Miami, Florida, United States Mac Papers and Packaging Full time

A Customer Support Specialist at Mac Papers + Packaging will act as a liaison, providing product and services information, answering questions, and resolving emerging problems with accuracy and efficiency.

This role is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position. It is not an exhaustive list of responsibilities, duties, and/or skills required.

Key Responsibilities:

  • Identify and assess customer needs to generate solutions that exceed expectations.
  • Respond to customers with accurate and complete information using system tools and resources.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Manage customer complaints to provide situationally based solutions within 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.

Required Qualifications:

  • 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.

Working Conditions & Physical Requirements:

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 sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to type; operate standard office equipment; reach with hands and arms; and lift up to 25 lbs.
  • Specific vision requirements include close vision, distance vision, and the ability to adjust focus.

Mental Demands

  • Regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; learn and apply new information or skills; perform highly detailed and multiple concurrent tasks; work under intensive deadlines with frequent interruptions; interaction with managers, staff, and customers required.

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.

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