Sr. Rep FCR HiTouch

Staples is business to business. You're what binds us together. At Staples , our customer relationships are at the center of everything we do. As a Senior FCR Specialist I within our HiTouch organization, you'll serve as a trusted resource for customers, delivering exceptional service and helping resolve complex inquiries with speed, accuracy, and professionalism. This remote role is ideal for a customer-focused professional who thrives in a fast-paced environment, enjoys problem solving, and is passionate about creating positive customer experiences that drive loyalty and long-term business success. HiTouch is full-service company with a network of local distribution centers in the United States.HiTouch provides a wide range of office productivity services in personalized and environmentally responsible ways.After joining the Staples family in 2018, HiTouch has helped us grow alternative distribution channels. What you'll be doing: Respond to customer inquiries, identify needs, and resolve service requests efficiently, prioritizing first-contact resolution and a positive customer experience. Research, troubleshoot, and resolve complex or escalated customer issues through effective problem-solving and follow-up. Navigate internal systems, databases, and software to manage customer interactions, resolve cases, and maintain accurate documentation. Collaborate with cross-functional teams to address customer concerns and identify opportunities to improve processes and the custome