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Provides senior-level customer support for Staples HiTouch customers by resolving complex inquiries, managing service requests, documenting cases, recommending relevant solutions, and coordinating with internal teams. The role emphasizes first-contact resolution, accurate follow-up, customer satisfaction, performance metrics, process improvement, and proficiency across multiple systems. It is a remote position requiring occasional weekend and holiday availability.
Staples is business to business. You're what binds us together.
At Staples, our customer relationships are at the center of everything we do. As a Senior FCR Specialist I within our HiTouch organization, you'll serve as a trusted resource for customers, delivering exceptional service and helping resolve complex inquiries with speed, accuracy, and professionalism. This remote role is ideal for a customer-focused professional who thrives in a fast-paced environment, enjoys problem solving, and is passionate about creating positive customer experiences that drive loyalty and long-term business success.
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:
- Respond to customer inquiries, identify needs, and resolve service requests efficiently, prioritizing first-contact resolution and a positive customer experience.
- Research, troubleshoot, and resolve complex or escalated customer issues through effective problem-solving and follow-up.
- Navigate internal systems, databases, and software to manage customer interactions, resolve cases, and maintain accurate documentation.
- Collaborate with cross-functional teams to address customer concerns and identify opportunities to improve processes and the customer experience.
- Recommend products, services, or solutions that align with customer needs and business objectives.
- Meet or exceed customer service performance metrics while adhering to company policies, procedures, and compliance requirements.
- Participate in ongoing training to strengthen product and process knowledge.
- Perform other duties as assigned.
What you bring to the table:
- Passion for delivering exceptional customer service and building strong customer relationships.
- Ability to independently manage customer issues from initial contact through resolution, including appropriate follow-up.
- Strong verbal and written communication, problem-solving, and critical-thinking skills.
- Excellent organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in navigating multiple systems and technology platforms simultaneously.
- Ability to collaborate effectively with internal partners and stakeholders.
- Commitment to continuous learning, process improvement, and service excellence.
What's needed – Basic Qualifications
- High School Diploma or GED.
- Minimum of 2+ years of customer service, customer support, contact center, or related experience, including resolving customer concerns in a fast-paced environment.
- Strong verbal and written communication, problem-solving, and critical-thinking skills.
- Proficiency in Microsoft Office applications, including Excel and Outlook.
- Ability to manage multiple tasks, maintain accurate records, and follow up on open issues.
- Flexibility to work occasional weekends and holidays as business needs require.
What's needed – Preferred Qualifications
- Associate's or Bachelor's degree.
- Call center or contact center experience.
- Business-to-business or Business-to- customer (B2B/B2C) customer service experience.
- eCommerce or order management experience.
- Must be able to work 8:30 AM - 5:30 PM Eastern time for training/ nesting during the first 12 weeks
- After training, must be able to work 11:00 AM - 8:00 PM Eastern time or 10:00am-7:00pm Central
- Advanced proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
- Experience working remotely.
- Experience managing escalated customer concerns and driving successful resolutions.
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!
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.
About UsStaples 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.What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
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