Customer Support Representative - Tier 1

Office Depot•Frisco, TX

10h•Remote

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 is responsible for 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.

Requirements

High School diploma or equivalent
Minimum 3-5 years of experience in related field
Type of Experience: 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
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.