CSR III

About the Role

At Staples, our customer service team is essential to connecting with and supporting our business clients. We focus on deeply understanding customer needs, delivering tailored solutions, and providing continuous assistance to ensure a smooth experience. Your role as a CSR III involves superior problem-solving and communication skills, empathy for customers, rapid needs assessment, and efficient resolution through multiple systems and resources. Exceeding customer expectations and creating effortless interactions lies at the heart of this position.

Key Responsibilities

• Engage regularly with customers requiring support for complex or escalated concerns.
• Assist internal CSR colleagues by escalating and resolving challenging issues.
• Conduct thorough research to identify the best solutions.
• Ensure timely and consistent follow-up on customer queries.
• Work collaboratively with diverse internal and external teams.
• Maintain accurate documentation about customer interactions.
• Build expertise in various business areas and handle diverse assignments.
• Contribute to key performance outcomes by meeting quality, productivity, attendance, and schedule standards.

Qualifications and Skills

• High school diploma or GED required.
• Minimum two years of customer service experience or proven performance in CSR I or CSR II roles.
• Experience working in distraction-free home office environments with reliable high-speed internet.
• Basic technical skills including equipment troubleshooting and PC/hardware setup.
• Ability to work 8-hour shifts between 8 AM and 8 PM Eastern time.
• Preferred: Two years of recent customer service experience within five years.
• Preferred: Prior work from home experience.
• Preferred: Success in CSR II position at Staples or completion of Staples Business customer service training.
• Preferred: Bachelor's degree is advantageous.

Personal Attributes

• Strong customer focus, anticipating needs and delivering low-effort solutions.
• Proficiency in diagnosing issues, implementing corrective steps, and adapting solutions based on customer requirements.
• Proactive mindset with the ability to manage difficult situations and demonstrate a positive, can-do attitude.

Benefits and Culture

• Inclusive culture supported by associate-led Business Resource Groups.
• Generous paid time off with 112 hours of PTO and 7 paid holidays plus 1 floating holiday.
• Attractive perks including online and retail discounts, company 401(k) match, and comprehensive physical and mental wellness programs.

Compensation

The posted salary range reflects expected compensation variables such as experience, skills, education, business needs, location, and internal equity. Certain positions may qualify for overtime pay as mandated by state and federal laws.