Operations Resolution Representative - 027
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Function: Customer Service/Contact Centers
Location: Halifax, Nova Scotia
Date posted: 09/10/2015
Permanent / Contract: Regular
Job number: 947624
PURPOSE OF JOB
The Resolution Rep., OPS Support Contract & SBD is an inbound/outbound customer service resolution team that responds to all inquiries from Contract and SBD Business Units as well as credit providers and Transportation & Logistics and reverse logistics. Members of the team act as a liaison between small business, Fortune 1000 and 500 customers and Sales teams to provide seamless order resolution to customers and secure customer loyalty. Members of the team collaborate with both internal and external customers to creatively resolve their concerns and ensure full customer satisfaction. Resolution Reps exercise considerable judgment when compensating customers for service failures, by use of monetary solutions, creative problem solving or escalated contacts.
The team must have considerable expertise in the areas of AS400, Prepaid orders, various Vendors, electronic resources and Staples Partners. Due to the level of access to sensitive customer information (credit card numbers, passwords, etc.), a considerable amount of accountability and discretion is involved.
PRIMARY DUTIES AND RESPONSIBILITIES
•Research and resolve all inquiries received via phone, urgent logs, held order queues and auto generated e-mail systems pertaining to order statuses and procedures, credit providers, delivery complications and shipment tracking. Provide superior customer service and utilize tact and empathy in sensitive problem solving situations. Take ownership of issues, follow up and manage workloads to meet cut off times and various daily service level requirements. Identifying and meeting individual needs on exclusive/high touch accounts and uniting with Sales to present a “one team” solution to customers. (60%)
•Approach all delivery issues by thoroughly investigating the situation to ascertain the steps necessary to fix the problem. This includes putting forth recommendations on how to improve processes or offering alternatives on how to solve problems recorded as trends. Reaching the desired solution may include partnering with various internal customers, departments, vendors or delivery agents. (15%)
•When service failures impact customer satisfaction, provide creative alternatives to maintain customer business and avoid returns or cancellations and save the sale. This sometimes involves furniture or technology orders, which carry significant handling costs and out of stock items (including prepaid orders), in which associates need to try to save the sale. (10%)
•Exercise sound judgment in motivating other depts, or service providers to work outside of policy to meet our customer’s needs. This sometimes involves deciding to have Staples absorb the cost of any additional service. (10%)
•Work all duties assigned and have the flexibility to adapt to changes as new accounts or duties are added to workloads as part of our growth. Also be ready to provide excellent service during disaster recovery service failures, such as extreme weather, traffic incidents, tipped trailers, credit authorization lines down, etc. (5%)
•In instances where Staples, vendors, or service providers have failed, OPS Support must make quick and effective decisions on how to approach customer order resolution to save the sale and/or maintain customer loyalty.
•OPS Support associates must work with drop ship orders each day. They need to use discretion about how to communicate service requests/failures to guarantee satisfactory response without damaging the long-term relationship with the customer.
•OPS Support associates must exercise independent judgment in identifying and utilizing alternatives beyond normal processes and procedures, to resolve escalated issues for our internal partners (Contract and SBD Business Units, customer service associates, Transportation and Logistics) and our external customers.
•Associates enter credit card applications, communicate credit card declines, receive authorizations on credit cards and work directly with banks on very sensitive credit card issues. Discretion is vital.
•Works with accounts with specific billing criteria. Attention to detail and extreme accuracy is required to ensure customer bills get paid.
KNOWLEDGE / SKILL REQUIREMENTS
•Aptitude for understanding and utilizing a wide array of resources and policies
•Demonstrated ability to make quick decisions and collaborate for a win-win resolution of customer’s problems
•Able to collaborate with internal and external partners to ensure that each customer service inquiry is resolved efficiently
•Confidence to communicate clearly and effectively, both written and verbal, to a varied audience that includes customers, sales, vendors and internal Staples departments.
•Must be focused, able to multi-task, possess time management and organizational skills
•Highly motivated, dedicated and flexible; ability to adapt to a constantly evolving environment
•Solid computer knowledge of various software applications including, Microsoft Excel, Word, Outlook, Internet
•Strong knowledge of the Staples Transportation and Logistics group
•Strong knowledge of the Staples On-line and/or prepaid orders in Retail environments for when things go wrong.
PHYSICAL DEMANDS / WORKING CONDITIONS
•OPS Support is a demanding and fast paced role that requires talent in several areas. Associates in this group make important customer / business decisions each day. This frequently has financial implication to the business, and frequently involves upset customers. Members of the team often handle escalated customer issues or prevent them from happening due to their extensive operations knowledge. In doing so, a high level of independent judgment is necessary.
•Previous Customer Service experience mandatory, preferably in a fast-paced environment with unpredictable and difficult inquiries
•High school education or general education degree (GED)
Training starts on Monday, October 19, 2015 from 9:30am-6:00pm Monday-Friday for 3 Weeks
Anticipated Shifts after Training:
Monday-Friday 12:30pm-9:00pm Or Option to work 4 days a week from 10:30am-9:00pm
$11.80 - $16.30 based on experience