Senior FCR Specialist - Remote

Staples Emarketplace First Call Resolution Specialist

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.

What You'll Be Doing:

• Interact 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

What You Bring To The Table:

• 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

Qualifications:

What's needed- Basic Qualifications :

• High School Diploma or equivalent required
• 1+ years in a customer service environment required
• Holiday rotation is required

What's needed- Preferred Qualifications :

• Weekends/2nd shift hours could be required

We Offer:

• 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

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.

About Us

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Job Info

• Job Identification 70925
• Job Category Customer Service & Contact Centre
• Locations 500 Staples Drive, Framingham, MA, 01702, US (Remote)