Customer Service Representative II

Staples is a business-to-business company that values customer service and support. They are seeking a Customer Service Representative II who will interact with customers to resolve complex issues, provide timely follow-up, and collaborate with various teams to ensure a seamless experience.

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
• 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