Customer Support Representative - Tier 1
Office DepotFrisco, TX, United Statesjob_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionLevel of Formal Education : High School diploma or equivalent, Bachelors preferred Area of Study : Customer Service Years of Experience : Minimum 3-5 years of experience in related field Type of Experience : Customer Service, Sales Support 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. Skills & Abilities : Excellent verbal and written communication skills. Ability to work as a team player Time Management skills, ability to multi-task Organizational skills Good customer relationship building skills Demonstrated ability to initiate and analyze complex or undefined issues to determine proper course of action Language Skills : Excellent communication in English (written and verbal) and interpersonal skills Personal Attributes & Other / Preferred : Strong customer service orientation Self-Starter Analytical Able to succeed in an ambiguous environment
Primary Responsibilities
- Resolve problems and proactively recommend the right products, services, and solutions to resolve Tier 1 customer or sales representative issues.
- Take appropriate action to execute solutions, resolve, or escalate issues to team Manager on behalf of the customer or sales representative.
- Assist with any additional service area based on business needs or performs special projects as needed.
- Answer inbound email contacts from customers.
- Assist T1 customers with inquiries related to ordering, products, services, returns / exchanges, delivery delays and other service inquiries.
- Answer inbound chat (such as SCOE & forwarded customer email) contacts from sales representatives.
- Assist sales representatives of T1 accounts with inquiries related to ordering, products, services, returns or exchanges, delivery delays or other service inquiries.
- 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.
- Other duties and responsibilities as assigned.
Education and Experience :
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 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!
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Customer Support Representative • Frisco, TX, United States