Customer Service Representative II

Staples is a business-to-business company that values customer service. The Customer Service Representative II will support customers by resolving complex issues, providing timely follow-ups, and collaborating with internal and external teams.

Responsibilities:

• Routinely interact with customers who require assistance resolving issues that may be complex or escalated
• Perform research and determine optimal resolution
• Provide timely follow-up and follow-through
• Collaborate with multiple teams (internal and external)
• Document details related to the nature of customer contacts
• Develop subject matter expertise within multiple areas of the business, taking on various work assignments as needed
• Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

Requirements:

• Previous customer service experience
• Distraction-free, designated workspace/home office
• High Speed Internet
• Ability to perform basic equipment troubleshooting and PC/hardware set up
• Ability to work training schedule 9am-5:30pm EST for the first 12 weeks
• Must be able to work an 8-hour shift, once training is completed, between the hours of 1:30PM and 10 PM Eastern Monday-Sunday
• Advanced customer focus capabilities that include anticipating customer needs, uncovering underlying problems, and providing a low-effort experience
• Ability to diagnose problems, take corrective action, and offer varied solutions dependent on customer need
• Effective communicator with a diverse customer base that requires active listening and flawless follow-through
• Demonstrates resiliency and positivity when faced with adverse or difficult situations
• Readily takes action and steps up to handle tough issues, displaying a can-do attitude
• 2+ years inbound contact center experience within the past 5 years
• High School Diploma or GED
• Previous work from home experience
• Demonstrated success in CSR I position within Staples Contact Centers