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HiTouch First Call Resolution Specialist

Company: Staples
Location: Nashville
Posted on: May 19, 2019

Job Description:

Description Overview: You will be employed by HiTouch Business Services in the position of First Call Resolution Specialist. 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: First Call Resolution Specialists are responsible for interacting with our customers via phone, email and chat. We complete order entry, returns, research, website assistance and problem resolution in a single contact. FCR Specialists 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's inquiries to learn about and address their needs, complaints, or other issues with products or services. * Focus on first call 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 Responsibilities: Impact on Business * Provides support to customers to assist them in obtaining the best resolution to their concern or product needs Innovation and Change * Recommends products or services to Customers to better suit their needs Internal & External Customers / Suppliers as well as Third Parties * Provides support services to external customers and/or Sales reps 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 or GED * Minimum 1 year experience in Customer Service. What We Would Prefer: * 1 year experience in a Call Center environment preferred Benefits: Here's why we are a great place to work! * 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. StaplesSDL2017

Keywords: Staples, Nashville , HiTouch First Call Resolution Specialist, Other , Nashville, Tennessee

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