Customer Service Representative II in Halifax, Nova Scotia

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

Our customer service team supports our company through their confidence, knowledge and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.

Our Customer Service professionals are expert problem solvers and communicators who can empathize with a customer’s situation, quickly determine their needs, and provide resolution while navigating multiple systems and resources. Representatives focus on exceeding expectations of customers and delivering an effortless experience. The opportunity to make it right for our customers is why our team is among the most important in the organization. Success factors for this role include flexibility and efficiency across multiple contact channels (phone, email, or chat) while striving to deliver exceptional quality .

What you’ll be doing:

• Routinely interact with customers who require assistance resolving issues that may be complex or escalated

• Perform research and determine optimal resolution

• Collaborate with multiple teams (internal and external)

• Document details related to the nature of customer contacts

• Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

What you bring to the table:

• Advanced customer focus capabilities that include anticipating customer needs, uncovering underlying problems, and providing a low-effort experience

• Ability to diagnose problems, take corrective action, and offer varied solutions dependent on customer need

• Effective communicator with a diverse customer base that requires active listening and flawless follow-through

• Demonstrates resiliency and positivity when faced with adverse or difficult situations

Basic Qualifications:

• Previous customer service experience

• Distraction-free, designated workspace/home office

• High Speed Internet

• Ability to perform basic equipment troubleshooting and PC/hardware set up

• Must be able to work an 8 hour shift between the hours of 8 AM and 10 PM Eastern and have ability to work on weekends as needed

Preferred Qualifications:

• 2+ years inbound contact center experience within the past 5 years

• High School Diploma or GED

• Previous work from home experience

• Demonstrated success in CSR I position within Staples Contact Centers

• Experience with a variety of order management, CRM and contact center technologies

We Offer:

• Inclusive culture with associate-led Business Resource Groups

• Vacation Allotment and Holiday Schedule

• Online and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more!

Staples is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender idenity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

For individuals with disabilities that need additional assistance at any point in the process, please call 1-888-490-4747 for more information.