[Hiring] Customer Solutions Advocate @Office Depot

Role Description

The Customer Solutions Advocate is one of a few roles that have direct interactions with our customers. They are responsible for providing forward-thinking problem resolution, with superior service, to address customer issues. This role will handle inquiries from a select set of customers and sales representatives, which will enforce a deep understanding of the customers’ needs and preferences. This position is empowered to take appropriate action to execute solutions or escalate issues to the team manager when needed. They will partner with the sales team and build strong customer relationships, resulting in customer loyalty, retention, and revenue. 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.

• Resolve problems and provide timely/proactive resolution with superior service to address customer issues.
• Handle inbound phone, email, and chat contacts from a select set of customers and sales representatives.
• Take appropriate action to execute solutions or escalate issues to the team manager on behalf of the customer.
• Partner with the sales team and build strong customer relationships, resulting in customer loyalty, retention, and revenue.
• Special projects to support customers as needed. Note: Could result in additional charge to customer.

Qualifications

• Level of Formal Education: High School diploma or equivalent, Bachelors preferred
• Area of Study: Customer Service
• Minimum Years of Experience: 1
• Type of Experience: Customer Service, Order Management
• 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.

Requirements

• Excellent verbal and written communication skills.
• Superior relationship building.
• Time Management skills, ability to multi-task.
• Organizational skills.
• Demonstrated ability to initiate and analyze complex or undefined issues to determine proper course of action.
• Additional Language Skills: Excellent communication in English (written and verbal) and interpersonal skills.

Benefits

• Competitive salaries.
• A benefits package, which includes a 401(k) and more.
• Opportunity to move and grow within the organization.
• Eligibility to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.