CSR III

Staples is business to business. You’re what binds us together.

Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.

In this role, you are an expert problem solver and communicator who can empathize with a customer’s situation, quickly determine their needs, and provide resolution while navigating multiple systems and resources. You will focus on exceeding the 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.

Success factors for this role include flexibility and efficiency across multiple contact channels (phone, email, or chat) while striving to deliver exceptional quality.

What you’ll be doing:

• Routinely interact with customers who require assistance resolving issues that may be complex or escalated.
• Provide support for CSR internal team members in need of escalating and resolving complex issues.
• Perform research and determine optimal resolution.
• Provide timely follow-up and follow-through.
• Collaborate with multiple teams (internal and external)
• Document details related to the nature of customer contacts.
• Develop subject matter expertise within multiple areas of the business, taking on various work assignments as needed.
• Contribute to achieving Key Performance Indicators (KPIs) by routinely meeting quality, productivity, schedule compliance, and attendance standards.

What you bring to the table:

• 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.
• Readily act and step up to tackle tough issues, displaying a can-do attitude.

What’s needed - Basic Qualifications:

• High school diploma or GED
• Two years customer service (or equivalent) experience or previously demonstrated success in a CSR I or CSR II role.
• Distraction-free, designated workspace/home office with high-speed internet.
• Experience with basic equipment troubleshooting and PC/hardware set up.
• Ability to work an 8-hour shift within the hours 8 AM to 8 PM, Eastern

What’s needed - Preferred Qualifications:

• Two years customer service experience within the past 5 years.
• Previous work from home experience.
• Demonstrated success in CSR II position within a Staples contact center or completion of SB (Staples Business) Customer Service training
• Bachelor’s degree

We Offer:

• Inclusive culture with associate-led Business Resource Groups

• 112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)

• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits 

The salary range represents the expected compensation for this role at the time of posting.  The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, business considerations, geography, and internal equity.   Some roles may also be eligible for overtime pay, in accordance with federal and state requirements.