Senior FCR Specialist - Remote

Staples Inc.•United States,

17h•Remote

About The Position

Staples is a full-service company with a network of local distribution centers in the United States. Staples provides a wide range of office productivity services in personalized and environmentally responsible ways. After joining the Staples family in 2018, Staples has helped us grow alternative distribution channels.

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

Interact with customers in response to electronic inquiries stemming from eMarketplace platforms (Amazon, eBay, Walmart, etc).
Complete returns, research, website assistance, and problem resolution in a single contact.
Act as liaisons between multiple departments to obtain accurate and complete problem resolution on the very first contact.
Answer 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.
Utilize software, databases, scripts, and tools appropriately.
Understand and strive to meet or exceed customer service metrics while providing excellent consistent customer service.
Make sales or recommendations for products or services that may better suit client needs.
Take part in training and other learning opportunities to expand knowledge of company and position.
Adhere to all company policies and procedures.
Perform all other duties as assigned.