Senior FCR Specialist - HiTouch at Staples Inc.

Framingham, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

18.9

Posted On

14 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

First Call Resolution, Customer Service, Problem Resolution, Written Communication, Problem Solving, Critical Thinking, Multi-tasking, Time Management, Data Entry, MS Excel, MS Outlook, Internet Proficiency, Typing Skills, Liaison, Research

Industry

Retail Office Equipment

Description

Monday - Friday / 10:00am to 7:00pm CST OR 11:00am to 8:00pm EST - No Weekends Training / Nesting Period is – Monday – Friday 8:00am – 5:00pm CST - (Lasts about 3-4 weeks) Staples is business to business. You’re what binds us together. HiTouch is full-service company with a network of local distribution centers in the United States. HiTouch provides a wide range of office productivity services in personalized and environmentally responsible ways. After joining the Staples family in 2018, HiTouch has helped us grow alternative distribution channels. What you’ll be doing: HiTouch eMarketplace First Call Resolution Specialists are responsible for interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc) Complete returns, research, website assistance and problem resolution in a single contact. Act as liaisons between multiple departments in order to obtain accurate and complete problem resolution on the very first contact with our company. Answering customer inquiries to learn about and address their needs, complaints, or other issues with products or services. Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued Utilizing software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed customer service metrics while providing excellent consistent customer service. Making sales or recommendations for products or services that may better suit client needs. Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures All other duties as assigned What you bring to the table: Able to work efficiently under pressure Able to work well with others Able to meet deadlines Stress management skills A quick-thinking ability Problem-solving skills Competency in MS Excel, MS Outlook, internet, and strong typing skills Stellar written communication skills Strong problem solving & critical thinking skills Capability to manage, organize, and complete tasks that require follow-up Ability to multi-task and thrive in a lively environment Qualifications: What’s needed- Basic Qualifications: High School Diploma or equivalent required 1+ years in a customer service environment required Holiday rotation is required What’s needed- Preferred Qualifications: Weekends/2nd shift hours could be required We Offer: Pay: $18.90/hr with $1.00 shift differential when requirements are met Inclusive culture with associate-led Business Resource Groups Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Responsibilities

Specialists interact with customers regarding electronic inquiries from eMarketplace platforms like Amazon, eBay, and Walmart, focusing on completing returns, research, website assistance, and resolving problems on the first contact. They act as liaisons between departments to ensure accurate resolution while striving to meet customer service metrics.