Remote Opportunity $15 to $17 per hour
5 days of 8 hour rotating shifts weekly: 2:00-10:00 PM EST

Preference to be based in EST or CST

The world of working and learning has changed. This is your opportunity to be a part of a brand transformation and growth strategy within the retail industry. Staples is helping our customers and community discover innovative products, services, and inspiration that unlock what’s possible, while empowering you to unlock your potential. Our people are the heart of our success and there has never been a better time to join us as we lead the way in a new era of working and learning.

As a Customer Support Representative for Staples, you will be responsible for supporting customers that purchase service offerings in the stores and calling to fulfill these services remotely. You will be instrumental in providing solutions to our customers to deliver a superior service experience. This includes operational direction, logging and tracking calls, chat sessions, providing solutions based on structured decision trees, delivering great customer service, and providing options and solutions to store associates and external customers. Support Representatives will speak directly with store associates, customers and vendor contacts via inbound and outbound phone calls, email and chat in this role. They will be instrumental in aligning service with Staples values: Customer, on their side, in their shoes; Community, positive, inclusive, collaborative; and Contribution, accountability, integrity and results.

Key Responsibilities:

• Handle phone calls and chat sessions directly from our customers, which include providing service and solutions as it relates to the business
• Leverage structured decision process to identify opportunities and point our customers in the proper direction for resolution
• Utilize the applications and tools to initiate remote sessions when needed to provide solutions
• Log support calls and document all interactions
• Create work orders and service events using our systems
• Provide sales options to customers, as well as close and process sales through the Staples systems

Get great perks.

• Generous amount of paid time off
• Flexible work arrangements including remote
• 401(k) plan with a company match, full benefits plan and options, and associate resource groups
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)
• Corporate office includes a café (i.e., coffee, cappuccinos, teas), 24/7 fitness center, convenience store, on-site dry cleaning, Chef Louie’s Cafeteria

Essential skills and experience:

• 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 and the ability to keep detailed and accurate notes and the history of service events
• Strong Organizational and problem-solving skills, time management, and the ability to drive operational efficiency and productivity
• Ability to work a rotational shift 5 days per week. Shifts will be determined by business needs
• The Representative will be working from home and must have the required workspace, dual monitors, and high-speed internet

Additional Information:

• Ability to work a rotational shift 5 days per week
• Shifts will be determined by business needs
• The Representative will be working from home and must have the required workspace, dual monitors, and high-speed internet
• Based on the business needs, you may be required to work overtime hours with advanced notice. Overtime may be required to handle an increase in workload, emergencies, or other needs
• This role also includes administrative support, outbound calling, and other tasks/duties assigned by the business or TSOC Management

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Want to learn more about Staples Stores? Visit StaplesConnect.com for information and to learn about our career opportunities