Seasonal Customer Service Representative at The Paper Store in 0099 - Corporate - Acton, MA 01420

Job description

• Salary Range
• The Seasonal Customer Service Representative is the voice of TPS Group Holdings during our busiest and most exciting time of year. In this role, you'll help create outstanding customer experiences by assisting customers with questions related to orders, products, gift cards, returns, loyalty programs, and more. We're looking for friendly, solution-oriented individuals who enjoy helping people, thrive in a fast-paced environment, and can confidently handle a high volume of customer interactions while delivering exceptional service every day.

Responsibilities

• Answer inbound customer calls and respond to customer service tickets in a professional, courteous, and solutions-oriented manner
• Assist with order issues, including missing or lost packages, shipping claims, billing, returns, gift cards, loyalty programs, product questions, and store or shopping feedback
• Provide accurate information about products, services, and policies while using sound judgment to resolve customer concerns
• Manage customer account requests, including order history, returned shipments, account updates, order status, and contact information
• Guide customers through website navigation and place orders on their behalf when needed
• Review orders for potential store assignment, fulfillment, or fraud concerns and take appropriate action
• Communicate with stores and the distribution center regarding Buy Online, Pick Up In Store (BOPIS) and store concierge order fulfillment
• Follow up on pending customer issues through outbound calls and service tickets to ensure resolution
• Collaborate with internal teams to resolve concerns, correct inaccurate online product information, and help prevent recurring issues
• Assist the Marketing, E-commerce, and Operations teams with additional seasonal needs as assigned
• Typical schedules are expected to be approximately 8:00 AM-5:00 PM or 10:00 AM-6:00 PM.

Requirements

• Be a TPS brand ambassador
• Previous customer service, retail, sales, call center, or other customer-facing experience
• Strong verbal communication and active-listening skills
• Friendly, composed, and professional approach to resolving customer concerns
• Ability to remain effective during back-to-back calls and periods of high holiday volume
• Resourceful and able to resolve routine customer issues independently while recognizing when support is needed
• Comfortable speaking with customers while navigating multiple computer programs and learning new systems.
• Strong organization, accountability, attention to detail, and follow-through
• Availability for the full seasonal assignment and required holiday Saturday coverage
• Ability to complete approximately one full week of required in-person training at the Acton, MA office before transitioning to remote work
• Reliable internet connectivity for remote work

Skills

Required

• Friendly
• Composed
• Professional
• Resourceful
• Organized
• Accountable
• Detail-oriented
• Follow-through
• Computer programs
• New systems

Benefits

• Position Type