Senior FCR Specialist - HiTouch

Training / Nesting Period is –
Monday – Friday

8:00am – 5:00pm CST - (Lasts about 3-4 weeks)

After Training and Nesting - Shift will be between 9am and 6pm EST and includes all weekends – (Excluding Tuesdays and Wednesdays)

Staples is business to business. You’re what binds us together.

HiTouch is full-service company with a network of local distribution centers in the United States. HiTouch provides a wide range of office productivity services in personalized and environmentally responsible ways. After joining the Staples family in 2018, HiTouch has helped us grow alternative distribution channels.

• HiTouch eMarketplace First Call Resolution Specialists are responsible for interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc)
• Complete returns, research, website assistance and problem resolution in a single contact.
• Act as liaisons between multiple departments in order to obtain accurate and complete problem resolution on the very first contact with our company.
• Answering customer inquiries to learn about and address their needs, complaints, or other issues with products or services.
• Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed customer service metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures
• All other duties as assigned

• Able to work efficiently under pressure
• Able to work well with others
• Able to meet deadlines
• Stress management skills
• A quick-thinking ability
• Problem-solving skills
• Competency in MS Excel, MS Outlook, internet, and strong typing skills
• Stellar written communication skills
• Strong problem solving & critical thinking skills
• Capability to manage, organize, and complete tasks that require follow-up
• Ability to multi-task and thrive in a lively environment

• High School Diploma or equivalent required
• 1+ years in a customer service environment required
• Holiday rotation is required

• Weekends/2nd shift hours could be required

• Pay:
  Starting at $17.27/hr - $25.04/hr - with $1.00 shift differential when requirements are met
• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.