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