Customer Service Claims Representative

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Staples Promotional Products

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📣 Marketing

🛍️ eCommerce

🛒 Retail

Marketing • eCommerce • Retail

Staples Promotional Products is a company that specializes in providing customized promotional merchandise to enhance brand identity and marketing efforts. They offer a wide range of products, including custom apparel, drinkware, electronics, bags, office essentials, and more. By helping businesses to personalize items such as apparel and tech accessories, Staples Promotional Products enables organizations to create a strong brand presence and foster customer engagement. With their 24-hour production service, they cater to urgent promotional needs and focus on quality, upfront pricing, and customer satisfaction. Staples Promotional Products aims to build brand love and deliver effective promotional solutions to businesses globally.

📋 Description

• Own and manage all shipping claim processes from initiation through resolution • Provide exceptional customer service to internal and external customers through phone and email communications • Proactively communicate claim status updates and next steps to customers • Research, investigate, and resolve customer claims and shipping-related issues in a timely manner • Track customer concerns from inception through resolution, ensuring complete ownership and accountability • Act as a liaison between customers and shipping carriers to facilitate claim resolution • Accurately document customer interactions, claim details, and resolutions within company systems • Diagnose and categorize issues to identify root causes and determine appropriate resolution paths • Escalate trends, recurring issues, or concerns that may negatively impact customer satisfaction • Respond to customer and carrier inquiries while meeting established service level expectations • Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and additional internal systems to research and resolve issues • Participate in team meetings, cross-training opportunities, and process improvement initiatives • Recommend system and process improvements that increase efficiency and enhance the customer experience • Adapt to new technologies and tools that support operational excellence and customer satisfaction

🎯 Requirements

• Minimum of 2 years of customer service experience within the past 5 years, preferably in a customer support or claims-related environment • Designated distraction-free workspace/home office • High-speed internet connection • Ability to perform basic equipment troubleshooting and PC/hardware setup • Ability to work an 8-hour shift within operating hours of 9:00 a.m. to 8:00 p.m. EST, Monday through Friday • Strong customer service skills with the ability to handle challenging situations with professionalism and empathy • Excellent verbal and written communication abilities • Strong listening skills and the ability to ask probing questions to identify customer needs • Ability to maintain composure and professionalism while managing multiple priorities • Effective problem-solving and critical-thinking skills • Strong organizational skills and attention to detail • Ability to work independently while managing a high volume of customer inquiries and claims • Commitment to providing proactive communication and timely follow-up • Comfort navigating multiple systems and technology platforms simultaneously • A customer-first mindset focused on delivering resolutions and exceeding expectations • High School Diploma or GED is preferred • Previous work-from-home experience is preferred • Demonstrated success in a customer service or contact center environment is preferred • Experience managing customer claims, shipping inquiries, or carrier-related issues is preferred • Familiarity with Salesforce or similar CRM systems is preferred

🏖️ Benefits

• Generous amount of paid time off, including one Floating Holiday each year • Flexible work arrangements, including flexible work hours and remote • 401(k) plan with company match • Medical, dental, vision, life and disability insurance • Optional benefits • Associate store discount • Discounts on mobile plans and movie tickets