Customer Service Representative II

Staples Business•Framingham, MA

4h•Remote

About The Position

Staples is business to business. You’re what binds us together. Our customer service team supports our company through their confidence, knowledge and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience. Our Customer Service professionals are expert problem solvers and communicators who can empathize with a customer’s situation, quickly determine their needs, and provide resolution while navigating multiple systems and resources. Representatives focus on exceeding expectations of customers and delivering an effortless experience. The opportunity to make it right for our customers is why our team is among the most important in the organization. Success factors for this role include flexibility and efficiency across multiple contact channels (phone, email, or chat) while striving to deliver exceptional quality.

Requirements

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
Readily takes action and steps up to handle tough issues, displaying a can-do attitude
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 an 8-hour shift within the hours of 8 AM to 8 PM Eastern.

Nice To Haves

2+ years Customer Service experience within the past 5 years
High School Diploma or GED
Previous work from home 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
Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

Benefits

Inclusive culture with associate-led Business Resource Groups
112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

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