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 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 of 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
• Experience providing customer service support to a technical customer base preferred
• Bachelor’s degree

• 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.