VirtualVocations

Offsite Operations Resolution Representative

This is an exciting opportunity to join a team newer to our contact center. This is a senior level customer service representative trained to resolve hub issues for some of our top customers in our contract division. No selling is involved. If you are the best of the best at customer service and thrive on problem solving, this is the job for you. Pay starts at $12.15 per hour with first year pay potential of $13.63. These positions can be onsite or WORK AT HOME! Three positions available, 11:30AM to 8PM M-F (1 Full-time)and 2 Part-time schedules working up until 8PM.

We have an extensive and competitive benefits plans which includes:

Medical, Dental, and Life Insurance
Paid Vacation and Holidays
Paid Personal, Sick and Family Care Days
401K and Stock Purchase Programs
Pet, Legal, Home/Auto Insurance Programs
Identify Theft Coverage
Short Term, Long Term and Aflac Coverage
Free Counseling, Legal and Financial Services
Free Onsite Parking
Onsite Cafe'

NO desk sharing
No Weekends
Off Most Holidays
Schedules are set and don't change from week to week!
Weekly paydays


The Operations Resolution Representative analyzes researches, owns and corrects any order or transaction based issue providing timely resolution for Contract customer issues. They are required to interact directly with sales, support resources and the Customer to secure resolution in a timely manner. Also, interact with appropriate Customer Service team to obtain account requirements and to apply these requirements to standard procedures. Provide excellent customer service to our internal and external customers. Reactively notify customers on order status and suggest substitute if necessary. Resolution of most complex, system and/or non-system supported issues. Support the Call Centers in order entry credit resolution.

Job Duties and Responsibilities
•Provide customer resolution on any order or transaction based issues.
•Research all system held orders to the fullest extent, exhibiting complete ownership of each issue.
•All issues are researched and resolved daily. If not resolved, customer is notified.
•Provide substitutes when applicable or requested by customer. Research and obtain disposition if
necessary.
•Work with inventory analysts on resolving inventory kill orders.
•Analyze each issue for trends and permanent resolution; report all trends to the necessary
people/departments.
•Communicate recommendations to improve efficiency, offer alternatives/suggestions to solve
problems indicated as trends.
•Attend meetings to keep updated on account requirements and participate in cross training to ensure coverage for sick/vacation time.
•Obtain credit authorizations from credit providers on credit held orders.
•Process credit applications from customers/outside reps.
•Communicate with customers on orders exceeding defined limits, advise customers when a one-line
order is a backorder or cancellation.
•Notify customers on order status from back order report, work backorder reports on assigned
accounts, reorder or cancel items when necessary for items listed on backorder reports for specific
accounts.
•Call end users when required to advise on blocked items ordered.
•Follow up with end users to ensure that all expected results have occurred.
•Provide inbound/outbound customer service to resolve customer issues.
•Make outbound calls to customers on credit rejected orders.
•Develop rapport with credit providers to efficiently resolve customer issues.


The job detail above reflects the general details pertaining to the role, additional duties of a similar accountability may be added or deleted from time to time. This detail should not be construed as a detailed description of all the work requirements that may be inherent in the job.QualificationsJob Knowledge/Experience Required
•Customer Service experience mandatory
•Strong communication, interpersonal and time management skills.
•Strong office product knowledge. Familiarity with Staples procedures a definite asset.
•Ability to work in a team environment as well as independently.
•Resourceful, determined.
•Highly motivated, flexible and strong decision-making skills.
•Professional and courteous phone manner.
•Excellent follow through and detail oriented
•Extensive Sunrise, Direct AS400 knowledge.

Employer Posted:Friday, August 29, 2008