Escalation Specialist- Remote

Job Description

As 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 fulfilledManage and maintain positive relationships through service delays/quality-related issues or escalationsExpedite, confirm and proactively follow-up with customers, stores, and/or vendors as needed to provide best solutions with empathy and professionalismEnsure customer escalations are resolved accurately within timeline taking into account fiscal feasibility for all parties involvedGather and verify information, perform system/equipment trouble shooting and ensure our ticket management tools are always up to date with issue details and resolutionsEnsure customers are contacted and made aware of delays/closures that will impact their serviceProfessionally 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 SOPDocument and communicate opportunities for training, coaching, and process improvementCollaborate 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 completedFor print-specific Escalation Specialist roles Influence and manage our production partners to negotiate due dates for escalated ordersFor 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 ToolsFor 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 GEDAbility to maintain professional demeanor in difficult situations Strong communication skills (phone and email) Open to receiving feedback Tenacious, works through challenges, overcome obstaclesEngaging over the phone, friendlyDemonstrated time management skillsAbility to be vetted to access sensitive customer data

Preferred Requirements

At least one (1) year successful experience working in customer service roleProven self-starter with energy and tenacity in problem solvingAbility to work under pressureStrong 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 experienceGenerous amount of paid time offFlexible work arrangements, including remote flexible work hours401(k) plan with a company match, full benefits plan and options, and associate resource groupAssociate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

About Us

The world of working and learning has changed. This is your opportunity to be a part of a brand transformation and growth strategy within the retail industry. Staples is helping our customers and community discover innovative products, services, and inspiration that unlock what’s possible, while empowering you to unlock your potential. Our people are the heart of our success and there has never been a better time to join us as we lead the way in a new era of working and learning.

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.