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Senior FCR Specialist

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Staples Promotional Products

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Location:
United States

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Contract Type:
Not provided

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Salary:

17.27 - 25.04 USD / Hour

Job Description:

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.

Job Responsibility:

  • Interacting with customers in response to electronic inquiries from eMarketplace platforms (Amazon, eBay, Walmart, etc)
  • Complete returns, research, website assistance and problem resolution in a single contact
  • Act as liaisons between multiple departments to obtain accurate problem resolution on the first contact
  • Answering customer inquiries to address their needs, complaints, or issues
  • Focus on first contact resolution by responding efficiently and accurately
  • Utilizing software, databases, scripts, and tools appropriately
  • Understanding and striving to meet or exceed customer service metrics
  • Making sales or recommendations for products or services
  • Taking part in training to expand knowledge
  • Adhering to all company policies and procedures

Requirements:

  • High School Diploma or equivalent required
  • 1+ years in a customer service environment required
  • Holiday rotation is required
  • Must work weekends (Saturday and Sunday)
  • Other workdays during the week are flexible
  • 2nd shift hours could be required
  • 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
What we offer:
  • 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
  • $1.00 shift differential when requirements are met

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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