Customer Support Representative - Tier 1

Office Depot•Frisco, TX

8h•Hybrid

About The Position

The T1 Customer Support Representative is responsible for resolving problems and providing proactive recommendations for products, services, and solutions to address issues impacting our top revenue customers (all over $1M). This role involves taking appropriate actions to execute solutions, resolve or escalate issues to the team manager on behalf of the customer or sales representative. Additionally, this role will handle inbound email and chat contacts from T1 customers and sales representatives, and provide assistance with inquiries related to ordering, products, services, returns/exchanges, and delivery delays. This role has a remote work designation unless otherwise required by customer contract/needs (i.e., work on site for customer location(s)), all subject to change based on customer demands. The ODP Corporation is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot, LLC and ODP Business Solutions, LLC; The ODP Corporation empowers every business, professional, and consumer to achieve more every day. Office Depot® OfficeMax® started in 1986 and has grown into a multi-billion-dollar business leader with 1,300+ stores and a world-class website serving millions of customers. The company focuses on remaining a world leader in business services, office supplies, and trusted support, aiming to find new ways to help customers. With approximately 38,000 associates, there is a variety of roles contributing to the success of the organization.

Requirements

High School diploma or equivalent
Minimum 3-5 years of experience in related field (Customer Service, Sales Support)
Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.
Excellent verbal and written communication skills.
Ability to work as a team player
Time Management skills, ability to multi-task
Organizational skills
Good customer relationship building skills
Demonstrated ability to initiate and analyze complex or undefined issues to determine proper course of action
Excellent communication in English (written and verbal) and interpersonal skills

Nice To Haves

Bachelors preferred (Area of Study: Customer Service)
Strong customer service orientation
Self-Starter
Analytical
Able to succeed in an ambiguous environment

Responsibilities

Resolve problems and proactively recommend the right products, services, and solutions to resolve Tier 1 customer or sales representative issues.
Take appropriate action to execute solutions, resolve, or escalate issues to team Manager on behalf of the customer or sales representative.
Assist with any additional service area based on business needs or performs special projects as needed.
Answer inbound email contacts from customers.
Assist T1 customers with inquiries related to ordering, products, services, returns/exchanges, delivery delays and other service inquiries.
Answer inbound chat (such as SCOE & forwarded customer email) contacts from sales representatives.
Assist sales representatives of T1 accounts with inquiries related to ordering, products, services, returns or exchanges, delivery delays or other service inquiries.
Document and report any errors in pricing, product descriptions, unit of measure, product availability or other service opportunities that do not meet company standards and escalate critical issues.
Other duties and responsibilities as assigned.