Support Specialist
Jostens, Inc - Owatonna, MN

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About Jostens

Jostens is comprised of dynamic teams of individuals who support the mission of schools, groups and teams by passionately helping people express themselves, celebrate experiences and traditions, recognize achievements and share their stories.

Founded in 1897, we offer a broad range of market leading products including school yearbooks, OurHubbub® MemoryBooks, scholastic products such as class rings and graduation products, and products for athletic champions and affiliation groups.

We value innovation, integrity, diversity and exceptional performance and want to make that apparent in every experience we deliver.
Jostens also takes great pride in the work of the Jostens Foundation, which has contributed more than $26 million to organizations that help young people become healthy and productive adults.

Responsibilities

This position is responsible for any combination of the following duties:

Trainer:
* Develop and write training materials
* Maintain training materials
* Train new and existing employees
* Develop certification program and determine the effectiveness of training
* Provide support to employees

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

Quality Monitor:
* Record and evaluate CSR phone calls
* Coach employees on monitored phone calls
* Identify training needs
* Spot check-Side by Side monitoring

Support:
* Answer questions from CSR┬┐s within the CCC
* Assist CCC staff to resolve consumer issues
* Write and Update processes
* Maintain Dynamic Content
* Identify training needs
* Mentoring

Subject Matter Expert
* Specializes in specific product(s)
* Maintains documentation and JWeb
* Attends annual updates
* Supports any projects and/or testing needed

Qualifications

* High school education or equivalent required
* Minimum 2 years 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 assure 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

Why Jostens?

Jostens is committed to attracting and retaining the brightest and most talented individuals to our company by offering competitive compensation, a progressive and nurturing culture and growth potential. In addition to our traditional benefit offerings, Jostens offers charitable gift matching programs for employees, scholarships and In Kind charitable contributions to deserving recipients. Employees also enjoy tuition reimbursement benefits, progressive career planning as well as comprehensive medical benefits and a 401K matching program. Jostens supports and promotes healthy living through education and incentive programs.

Jostens supports and embraces a diverse workforce as an EEO/AA employer.

Jostens participates in the E-Verify process.

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