Customer Support Representative-Remote

About the position

As a Support Representative for Staples, you will play a crucial role in providing exceptional customer service to clients who purchase services either in-store or online. This remote position involves assisting customers through various communication channels, including phone calls, emails, and chat, to ensure they receive the necessary support and solutions. You will be responsible for logging interactions in Salesforce, creating work orders, and offering sales options when applicable, all while maintaining a professional demeanor and operational efficiency.

Responsibilities

• Make outbound phone calls and handle inbound calls, emails, and chat sessions from customers, stores, and vendors.
• Provide service and solutions related to the business.
• Identify opportunities and guide customers towards resolution.
• Log all contacts and calls, documenting interactions in Salesforce.
• Create work orders and service events using company systems.
• Utilize different levels of the organization to ensure excellent customer service.
• Communicate professionally and clearly with customers.
• Provide options and sales opportunities when appropriate, including closing and processing sales.

Requirements

• High School Diploma or GED
• 2+ years of customer support or service experience
• Ability to utilize business knowledge to educate customers
• Operational knowledge of Staples Business and Technical Services policies and procedures
• Technical knowledge and skills to educate others
• Strong communication and writing skills
• Ability to keep detailed and accurate notes of service events
• Problem-solving skills related to customer service
• Good organizational, multitasking, and time management skills
• Proven ability to drive operational efficiency and productivity.

Benefits

• 401(k) plan with company match
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate store discount
• Discounts on mobile plans and movie tickets
• Generous paid time off
• Growth opportunities
• Weekly pay