About this role
Staples is a company dedicated to providing exceptional customer service, and they are seeking a Customer Service Representative II to join their team. This role involves interacting with customers to resolve complex issues, collaborating with teams, and ensuring a seamless experience for customers across multiple contact channels.
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
- 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
- Must be able to work 9:00 AM - 5:30 PM Eastern time for training during the first 7 weeks
- After training, must be able to work 11:30 AM - 8:00 PM Eastern time, including 1 weekend day (weekend day TBD)
- 2+ years Customer Service experience within the past 5 years
- High School Diploma or GED
- Previous work from home experience