Customer Service Representative II

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.

Start Date: September 2, 2025

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
• Provide timely follow-up and follow-through
• 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
• Readily takes action and steps up to handle tough issues, displaying a can-do attitude

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 9:00 AM - 5:30 PM Eastern time for training during the first 7 weeks
• After training, must be able to work 11:30 AM - 8:00 PM Eastern time, including 1 weekend day (weekend day TBD)

Preferred Qualifications:

• 2+ years Customer Service experience within the past 5 years
• High School Diploma or GED
• Previous work from home experience

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!