Senior FCR Specialist

Staples Inc. • Framingham, MA

8d • $19

About The Position

Staples is business to business. You’re what binds us together.
HiTouch is full-service company with a network of local distribution centers in the United States. HiTouch provides a wide range of office productivity services in personalized and environmentally responsible ways. After joining the Staples family in 2018, HiTouch has helped us grow alternative distribution channels.
What you’ll be doing:
HiTouch eMarketplace First Call Resolution Specialists are responsible for interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc)
Complete returns, research, website assistance and problem resolution in a single contact.
Act as liaisons between multiple departments in order to obtain accurate and complete problem resolution on the very first contact with our company.
Answering customer inquiries to learn about and address their needs, complaints, or other issues with products or services.
Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed customer service metrics while providing excellent consistent customer service.
Making sales or recommendations for products or services that may better suit client needs.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Adhering to all company policies and procedures
All other duties as assigned

Requirements

• Able to work efficiently under pressure
• Able to work well with others
• Able to meet deadlines
• Stress management skills
• A quick-thinking ability
• Problem-solving skills
• Competency in MS Excel, MS Outlook, internet, and strong typing skills
• Stellar written communication skills
• Strong problem solving & critical thinking skills
• Capability to manage, organize, and complete tasks that require follow-up
• Ability to multi-task and thrive in a lively environment
• High School Diploma or equivalent required
• 1+ years in a customer service environment required
• Holiday rotation is required

Nice To Haves

• Weekends/2nd shift hours could be required

Responsibilities

• Interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc)
• Complete returns, research, website assistance and problem resolution in a single contact.
• Act as liaisons between multiple departments in order to obtain accurate and complete problem resolution on the very first contact with our company.
• Answering customer inquiries to learn about and address their needs, complaints, or other issues with products or services.
• Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed customer service metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures
• All other duties as assigned

Benefits

• Pay: $18.90/hr - with $1 shift differential, when requirements are met.
• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits

What This Job Offers

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