Job Description

SBA Customer Service Representative II \xe2\x80\x93 Remote Work from Home
Start Date: May 22, 2023 Position Status: Full-Time Shift for training: 8am-8pm EST Wages: Starting at $17.50, per hour, contingent on previous contact center experience
Staples is business to business. You\xe2\x80\x99re what binds us together
Join our Staples Business Advantage Customer Service Team.
Our Customer Service professionals are expert problem solvers and communicators who can empathize with a customer\xe2\x80\x99s 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.
What you\xe2\x80\x99ll be doing

• Routinely interact with customers who require assistance resolving issues that may be complex or escalated
• Perform research and determine optimal resolution
• Collaborate with multiple teams (internal and external)
• Document details related to the nature of customer contacts
• Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

• Advanced customer focus capabilities that include anticipating customer needs, uncovering underlying problems, and providing a low-effort experience
• Ability to diagnose problems, take corrective action, and offer varied solutions dependent on customer need
• Effective communicator with a diverse customer base that requires active listening and flawless follow-through
• Demonstrates resiliency and positivity when faced with adverse or difficult situations

• 2+ years customer service experience required
• Distraction-free, designated workspace/home office
• High Speed Internet
• Ability to perform basic equipment troubleshooting and PC/hardware set up
• Ability to work an 8-hour shift within the hours of 8 am through 8 pm Eastern Time, Monday-Friday.
• Availability to attend approximately six weeks of virtual training starting May 22, 2023

• 2+ years inbound contact center experience within the past 5 years
• High School Diploma or GED
• Previous work from home experience
• Experience with a variety of order management, CRM and contact center technologies

• Inclusive culture with associate-led Business Resource Groups and resources such as the Social Justice Resource Center
• Vacation Allotment and Holiday Schedule, Online and Retail Discounts, Company RRSP, Physical and Mental Health Wellness program and more!