Customer Support Representative - Tier 1

Office Depot • Boca Raton, FL

62d • Onsite

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. Please note: This will be an on-site position in Toledo, OH. Candidates must be available to work on site Monday through Friday.

Requirements

• Level of Formal Education: High School diploma or equivalent, Bachelors preferred
• Area of Study: Customer Service
• Years of Experience: Minimum 3-5 years of experience in related field
• Type of Experience: Customer Service, Sales Support
• Technical Competencies & Information Systems: Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.
• Skills & Abilities: 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
• Language Skills: Excellent communication in English (written and verbal) and interpersonal skills

Nice To Haves

• 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.

Benefits

• The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED