[Hiring] Support Representative @Staples Inc.

Role Description

The iPOSTAL1 Support Representatives are responsible for supporting customers who purchase services offerings in the stores or online and call to fulfill the services remotely or seek support. They will be instrumental in providing solutions to our customers to deliver a superior customer service experience. This includes operational direction, logging and tracking contacts/calls in Salesforce, and providing options and solutions to store associates, external customers, and the vendor team. Support Representatives will leverage the structured process to deliver service and provide sales options where applicable. Support Representatives will speak directly with store associates, customers, and vendor contacts via inbound and outbound phone calls, email, and chat in this role.

• Make outbound phone calls, handle inbound phone calls, emails, and chat sessions directly from our customers, stores, and vendors.
• Identify opportunities and point our customers in the proper direction for resolution.
• Log all contacts and calls and document all interactions in Salesforce.
• Create work orders and service events using our systems.
• Utilize the different levels of the organization to ensure great customer service is always reached.
• Communicate professionally to our customers and speak in terms that can be understood.
• Provide options and sales opportunities when the situation requires it as well as closing and processing sales through the Staples systems.
• Work from home with the required workspace and reliable high-speed internet.

Qualifications

• High School Diploma or GED.
• 3-5 years of customer support or service experience.
• The ability to utilize the knowledge of our business both technical and service related to educate our customers.
• Operational knowledge of Staples Business and Technical Services policy and procedure.
• Strong communication and writing skills.
• The ability to keep detailed and accurate notes and the history of service events.
• Strong organizational and problem-solving skills as it relates to the customers and the services being provided.
• Time management, and the ability to drive operational productivity and efficiency.
• Multitasking skills.

Requirements

• This position is a day-shift role with a Monday–Saturday schedule, including Sunday and one additional weekday off.
• Flexibility is required to support operational needs, including occasional evening shifts. Advance notice will be provided when evening coverage is scheduled.

Benefits

• Generous amount of paid time off, including one Floating Holiday each year.
• Flexible work arrangements, including flexible work hours and remote.
• 401(k) plan with company match, medical, dental, vision, life and disability insurance with many more optional benefits.
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.).