The world of working and learning has changed. This is your opportunity to be a part of a brand transformation and growth strategy within the retail industry. Staples is helping our customers and community discover innovative products, services, and inspiration that unlock what’s possible, while empowering you to unlock your potential. Our people are the heart of our success and there has never been a better time to join us as we lead the way in a new era of working and learning.

As a Customer Escalations Specialist, your focus is to support and manage escalations for print customers in stores or managed by Inside Sales team. You will serve as an advocate for customer needs and maintain relationships between departments. This includes resolving post-sales customer issues via phone and electronic means. As a primary point of contact for our stores and customers, you are responsible for facilitating customer service relationships and providing advice and assistance on customer situations and escalated issues.

Get great perks.

• Generous amount of paid time off including Remote
• 401(k) plan with a company match, full benefits plan and options, and associate resource groups
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

Key Deliverable/main area of focus:

• Manage customer and store escalations and coordinate resolution efforts with internal/external partners by working cross-functionally to ensure issue ownership, action terms and communications are fulfilled
• Manage and maintain positive relationships through service delays/quality related issues or escalations
• Expedite, confirm and proactively follow-up with customers/stores as needed to provide best solutions with empathy and professionalism
• Ensure customer escalations are resolved accurately within timeline taking into account fiscal feasibility for all parties involved
• Reduce escalation volume by analyzing root cause analysis and recommending improvements in processes
• Gather and verify information, ensuring our ticket management tools are always up to date with issue details and resolutions
• Professionally represents Staples in all customer interactions
• Ability to adapt to new systems/communication methods

Essential skills and experience:

• High school diploma or GED
• Ability to maintain professional demeanor in difficult situations
• Strong communication skills (phone and email)
• Coachable. Open to receiving feedback
• Tenacious, works through challenges, overcome obstacles
• Engaging over the phone, friendly
• Demonstrated time management skills

Preferred Requirements:

• At least one (1) year successful experience working in customer service role
• Proven self-starter with energy and tenacity in problem solving
• Ability to work under pressure
• Strong organizational skills and ability to multi-task and prioritize work
• Strong relationship building skills
• Results orientation, competitive spirit, positive attitude, curiosity, strong work ethic, highly self-motivated

Want to learn more about Staples Stores? Visit StaplesConnect.com for information and to learn about our career opportunities.

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