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