United States onlyAs an Escalation Specialist, your focus is to support, troubleshoot and manage complex escalations for customers, stores or vendors through our various channels. This role could be focused on various parts of our business such as Travel, Print, or Tech. Additionally you will be responsible for collaborating with our internal partners to test new systems, processes, provide feedback, make appropriate recommendations on product and services and support various service lines while being an advocate for customer needs. As a primary point of contact you are responsible for facilitating service solutions, customer relationships and providing advice and assistance on escalated issues to the end user.
Primary Duties and Responsibilities:
- Manage 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, and/or vendors 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
- Gather and verify information, perform system/equipment trouble shooting and ensure our ticket management tools are always up to date with issue details and resolutions
- Ensure customers are contacted and made aware of delays/closures that will impact their service
- Professionally represent Staples USR in all customer interactions
- Ability to adapt to new systems and communication methods
- Critical analysis on orders and applications to ensure all work contains the needed information as outlined in our SOP
- Document and communicate opportunities for training, coaching, and process improvement
- Collaborate with business partners as needed for feedback, testing escalated issues, etc.
- For print-specific Escalation Specialist roles: you will use your advanced knowledge of print production and prepress printing requirements, identify and solve issues that prevent customer orders from being completed
- For print-specific Escalation Specialist roles Influence and manage our production partners to negotiate due dates for escalated orders
- For tech-specific Escalation Specialist roles: you will use your tier-2 technical knowledge and experience with Windows, you will engage with customers and stores to perform, manage and coordinate resolution efforts including but not limited to remote diagnostic and repair services, virus removal, general tech support etc. using authorized Staples Tools
- For tech-specific Escalation Specialist roles: Provide overflow/as needed support for all tech services queues and agents to achieve productivity goals and meet SLA performance
Basic Requirements:
- High school diploma or GED
- Ability to maintain professional demeanor in difficult situations
- Strong communication skills (phone and email)
- Open to receiving feedback
- Tenacious, works through challenges, overcome obstacles
- Engaging over the phone, friendly
- Demonstrated time management skills
- Ability to be vetted to access sensitive customer data
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
Get great perks.
- Pay rate up to $18 per hour based off of skills and experience
- Generous amount of paid time off
- Flexible work arrangements, including remote flexible work hours
- 401(k) plan with a company match, full benefits plan and options, and associate resource group
- Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)
Want to learn more about Staples Stores? Visit RetailCareers.Staples.com for information and to learn about our career opportunities.
Learn more about the employee benefits, programs and perks offered at Staples!
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.
