HiTouch Customer Service Representatives

Description

Overview:

You will be employed by HiTouch Business Services in the position of Customer Service Representative. HiTouch is a newly acquired Staples subsidiary that operates as a single source for virtually everything a business needs to operate - office products, supplies and equipment, contract furniture, coffee/beverage/break room supplies, promotional products, printing and forms, and total workspace environments. It is comprised of three distinct yet fully integrated operating brands that individually provide best in class solutions and services in their respective lines. These brands are formidable competitors in the vast business services sector and are among the nation's fastest growing competitive business products and service providers. Combined, they create a resource with unprecedented product and service offerings and unparalleled single-source capabilities making HiTouch a game-changing partner in today's business environment.

About Staples:

Staples wants to radically change the lives of our customers. Together Staples and our customers strive to make the workplace work. Our goal is to provide an extra set of hands to help crush the chaos of an office manager's unpredictable work day with our deep business expertise.

We know that 5-star service comes from talented, motivated people like you who can help us on our way to becoming one of the most rapidly growing business in the world.

Position Summary:

We are a leading office supply distributor in the US. We make available to our customers a multitude of options for their business, including traditional office products, computer and technology solutions, facility and break room supplies, office furniture, and custom print and promotional items, to just name a few. We provide exceptional customer service at our La Vergne Contact Center with our, courteous people, mentor based training, and support from our national distribution centers.

Our La Vergne contact center is committed to their customers, associates, positive results and First Call Resolution. Our Customer Service department currently has an open position for a Customer Service Specialist. Agents are responsible for interacting with our customers via phone, email and chat. We complete order entry, returns, research, website assistance and problem resolution. This is not your typical CS position, as we operate as a one stop shop for our clients. Our agents act as liaisons between multiple departments in order to obtain accurate and complete problem resolution. We strive to fully resolve the customer's issue on the very first contact with our company. We hope to grow our customer base and increase customer loyalty by providing an exceptional level of service. Creating a positive customer experience is the key element in everything we do!

Responsibilities:

• Answering customer's inquiries to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued.
• Focus on FCR 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

Qualifications

About you:

• Self-motivated and Extremely Goal-Oriented

• Enjoy building long-term relationships with customers

• Fulfilling the needs of customers through product suggestions

• Great communication skills and the ability to influence buying decisions

• Enjoy working in a fast-paced, high energy environment

• Positive Attitude

What You'll Need:

• High School Diploma or equivalent required. Associates degree preferred.
• 2+ years in a customer service environment required. Call center experience preferred.
• eCommerce experience preferred.
• Flexible hours of availability, which may require some weekends and holidays.
• Competency in MS Excel, internet, and strong typing skills required.
• Stellar verbal and written communication skills
• Strong problem solving & critical thinking skills required
• Capability to manage, organize, and complete tasks that require follow-up
• Ability to multi-task and thrive in a lively environment.

Benefits: Here's why we are a great place to work!

• Competitive Pay
• No desk sharing!

• A great culture that supports professional development and advancement. In addition to smart, capable and caring managers, we have a dedicated inside sales coach to help maximize your commission! We also have a dedicated marketing resource to make selling easier!

• Comprehensive benefits including medical, dental, life insurance, 401(k) and wellness. Do weekly chair massages sound good to you?

• Flex, vacation and personal time

• Associate discounts

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.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Staples