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Operations Support Customer Service Representative

Function: Customer Service/Contact Centers
Location: Kentucky Call Center, Florence, KY US
Date posted: 11/21/2017 5:01:13 AM
Type: Full-time
Permanent / Contract: Regular
Job number: 1032785
Description

The Ops Support Resolution representative is responsible for resolving various pre-sale and post-sale issues and answering inquiries for customers from various Staples business units. Issues resolved by this team stem from service failures reported by our Couriers and Vendors or from orders being held for various reasons.  Agents execute solutions and make empowered decisions that Save the Sale and Make More Happen for our customers. Ops Support agents collaborate regularly with various business partners. The teams in Ops Support are divided into different task groups whose members have specialized skills and they work from various systems, depending on the skillset. Agents are expected to meet service level and productivity goals by using their resources and working as efficiently as possible. Agents in Ops Support place the customer first, making every interaction count.

 

Primary Responsibilities

  • Proactively notify customers by phone or email (Kana) of issues processing and/or fulfilling their orders.
  • Take Ownership of issues by researching and resolving all external and internal customer inquiries
  • Manage work load effectively in order to meet Service Levels and Productivity metrics
  • Use resources effectively to provide accurate, complete and timely resolution
  • Adhere to task assignment schedule and remain flexible to task assignment changes throughout the day
  • Communicate effectively and partner cooperatively with various business partners to ensure customers’ issues are resolved and service levels goals are met
  • Make empowered decisions and offer creative alternatives to secure customer loyalty and Save the Sale
  • Prioritize work so that past service level items are given urgent, immediate attention 


Qualifications 

 

Required

  • Customer Service Experience
  • Experience working in an environment that is fast paced
  • Experience using multiple systems and/or resources simultaneously
  • Confident decision making skills
  • Good written and oral communication skills
  • Basic computer skills including knowledge of Outlook, Internet Explorer, Microsoft Word

Preferred

  • Previous experience working in a Contact Center environment
  • Knowledge of software applications such as Excel, Work, Outlook, Kana, Internet Explorer, Chrome 

The shift for this position is 11:30AM - 8:00PM Monday - Friday 

 

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


Qualifications

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


Staples
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