Customer Service Representative II

Job DescriptionStaples is business to business. You're what binds us together.Our customer service team supports our company through their confidence, knowledge and commitment to our customers. We're passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.Our Customer Service professionals are expert problem solvers and communicators who can empathize with a customer's situation, quickly determine their needs, and provide resolution while navigating multiple systems and resources. Representatives focus on exceeding expectations of customers and delivering an effortless experience. The opportunity to make it right for our customers is why our team is among the most important in the organization. Success factors for this role include flexibility and efficiency across multiple contact channels (phone, email, or chat) while striving to deliver exceptional quality.Start Date: August 25thWhat you'll be doing:Routinely interact with customers who require assistance resolving issues that may be complex or escalatedPerform research and determine optimal resolutionProvide timely follow-up and follow-throughCollaborate with multiple teams (internal and external)Document details related to the nature of customer contactsDevelop subject matter expertise within multiple areas of the business, taking on various work assignments as neededContribute to achieving Key Performance Indicators by meeting quality, production, and attendance standardsWhat you bring to the table:Advanced customer focus capabilities that include anticipating customer needs, uncovering underlying problems, and providing a low-effort experienceAbility to diagnose problems, take corrective action, and offer varied solutions dependent on customer needDemonstrates resiliency and positivity when faced with adverse or difficult situationsReadily takes action and steps up to handle tough issues, displaying a can-do attitudeBasic Qualifications:Previous customer service experienceDistraction-free, designated workspace/home officeHigh Speed InternetAbility to perform basic equipment troubleshooting and PC/hardware set upMust be able to work an 8-hour shift between the hours of 8 AM and 8 PM EasternPreferred Qualifications:Two years Customer Service experience within the past 5 yearsHigh School Diploma or GEDPrevious work from home experienceWe Offer:Inclusive culture with associate-led Business Resource Groups112 Hours of PTO and Holiday ScheduleOnline and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!