Handles escalations and service issues for online, retail, catalog customers and loyalty program members through voice, email, chat, social media, and other forms of communication.
Responds to corporate complaints on behalf of the executive offices. Researches root cause of service failures and works with key stakeholders to resolve critical issues. Actively documents activities and findings in the department’s case management tool.
Assists the outsourced customer service partners with issue resolution, policy/process interpretation and escalations. Also supports field, call center, and corporate management team members in matters of policy interpretation and complaint resolution.
Provides technical support to online customers and associates and works with both customers and associates to implement work-around procedures. Identifies web defects/issues and escalates to key stakeholders through defined escalation procedures.
Assesses complaints for potential liability exposure and notifies key stakeholders through defined escalation procedures. Provides response to Better Business Bureau and other agency issues.
Provides an update on recovery using various tools and forms of compensation for a maximum of $250 per transaction.
Reviews calls, email and chat recordings/transcripts in response to escalations/complaints and provides feedback to the outsourced partners and Business Managers. Participates in calibration sessions when required.
High school diploma or GED
Five years’ experience in related field
Customer Service experience working within a retail, online, or catalog environment.
Fundamental knowledge of MS Office applications.
Equal Employment Opportunity
Office Depot and OfficeMax is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), ancestry, national origin, citizenship status, marital status (including registered domestic partnership status), age, physical or mental disability, medical condition, genetic information, military and veteran status, sexual orientation or any other characteristic protected by federal, state or local law.
We will consider for employment qualified applicants with arrest and conviction records.
Pay, Benefits & Work Schedule
Office Depot and OfficeMax offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.
How to Apply
Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.
Fair Chance OrdinanceWe will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance
At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:
As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.