Key skills
Customer service experienceProblem-solving skillsEffective communicationActive listeningResiliencyPositivityCan-do attitudeBasic equipment troubleshootingPC/hardware setup
About this role
Staples is a business-to-business company, and they are seeking a Customer Service Representative II to support their customer service team. This role involves interacting with customers to resolve complex issues, collaborating with teams, and contributing to the achievement of Key Performance Indicators.
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