Customer Support Representative - Tier 1

Overview

The T1 Customer Support Representative is responsible for resolving problems and providing proactive recommendations for products, services, and solutions to address issues impacting our top revenue customers (all over $1M). This role is responsible for taking appropriate actions to execute solutions, resolve or escalate issues to the team manager on behalf of the customer or sales representative. Additionally, this role will handle inbound email and chat contacts from T1 customers and sales representatives, and provide assistance with inquiries related to ordering, products, services, returns/exchanges, and delivery delays.

*This will be an in-office position, candidates must be available to work from our office in Frisco, TX Monday - Friday 8am - 5pm.

Primary Responsibilities:

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  Resolve problems and proactively recommend the right products, services, and solutions to resolve Tier 1 customer or sales representative issues.

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  Take appropriate action to execute solutions, resolve, or escalate issues to team Manager on behalf of the customer or sales representative.

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  Assist with any additional service area based on business needs or performs special projects as needed.

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  Answer inbound phone calls and email contacts from customers.

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  Assist T1 customers with inquiries related to ordering, products, services, returns/exchanges, delivery delays and other service inquiries.

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  Answer inbound chat (such as SCOE & forwarded customer email) contacts from sales representatives.

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  Assist sales representatives of T1 accounts with inquiries related to ordering, products, services, returns or exchanges, delivery delays or other service inquiries.

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  Document and report any errors in pricing, product descriptions, unit of measure, product availability or other service opportunities that do not meet company standards and escalate critical issues.

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  Other duties and responsibilities as assigned.

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Education and Experience:

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  Level of Formal Education: High School diploma or equivalent, Bachelors preferred

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  Area of Study: Customer Service

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  Years of Experience: Minimum 3-5 years of experience in related field

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  Type of Experience: Customer Service, Sales Support

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  Technical Competencies & Information Systems: Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.

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  Skills & Abilities:

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  Excellent verbal and written communication skills.

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  Ability to work as a team player

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  Time Management skills, ability to multi-task

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  Organizational skills

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  Good customer relationship building skills

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  Demonstrated ability to initiate and analyze complex or undefined issues to determine proper course of action

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  Language Skills: Excellent communication in English (written and verbal) and interpersonal skills

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  Personal Attributes & Other/Preferred:

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  Strong customer service orientation

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  Self-Starter

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  Analytical

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  Able to succeed in an ambiguous environment

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About The ODP Corporation : The ODP Corporation (NASDAQ:ODP) is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot, LLC; ODP Business Solutions, LLC; and Veyer, LLC, The ODP Corporation empowers every business, professional, and consumer to achieve more every day.

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned.

Pay, Benefits & Work Schedule: The salary range for this role is $18.39/hour to $24.50/hour, however all state and local minimum wages will be complied with, resulting in a possible adjustment to the salary range displayed. The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How to Apply: Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Application Deadline : The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.

Equal Employment Opportunity : The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.

REQNUMBER: 96885