The Commercial Sales Division of Office Depot offers career opportunities throughout the United States in our many Call Centers.

Call Center Manager/Supervisor
These positions are primarily responsible for supervising call center associates, monitoring and establishing productivity levels of the call center and ensuring outstanding customer service. External supervisor and manager candidates will have strong management experience.

Customer Service Representative
Primary Function:
To provide customer service assistance regarding sales, product information, product services, and payment issues while increasing revenue. Principal Responsibilities:

• Responds to customer telephone calls regarding product information and places requested orders.
• Provides product information and selection assistance to customers through order entry system and product reference materials.
• Responds to inquiries related to product orders, product usage, shipping account status, adjustments, returns, refunds due, payment policies, etc. When unable to provide information or appropriate response, makes referral to appropriate Team Lead.
• Maintains call-handling performance to meet or exceed the company standards as outlined in the Call Center Call handling guidelines.
• Maintains order information, phone and other activity logs as required.
• Documents and informs appropriate individuals of errors in price, description and unit packing or product availability that occurs in either catalog materials, the order entry system or advertisements.
• Demonstrates operational knowledge of the Millenia order entry system and ability to utilize the system simultaneously while conversing with the customer.
• Remains alert at all times to potential fraud and/or unusual trends based on contact and interaction with the customer.
• Promotes new items and special discounts to increase revenue.
• Communicates effectively with the customer to match their needs with product solutions.
• Perform other duties as assigned

Group Manager (Call Center) - Delray Beach, FL

Primary Responsibilities:

• Provides leadership and direction to 6 - 7 Team Managers
• Reviews daily performance activities to ensure that objectives are met
• Ensures the appropriate staffing, scheduling and adherence is maintained to meet goals
• Analyses statistical data pertaining to call center productivity and efficiency
• Implements and maintains recognition programs
• Works directly with MIS application development staff to suggest enhancements to order entry system and functions used in the call center
• Suggests changes and/or modifications to current training programs necessary to meet customer service needs and call handling standards
• Ensures consistent and appropriate application of Corporate policies
• Coordinates special projects in order to maximize the center’s ability to generate sales and increase operating efficiencies
• Establishes bonus goals and developmental plans for Team Managers
• Communicates delivery of service or product issues that affect company’s market position or reputation to other company management
• Performs other duties as assigned

Team Lead (Call Center) - Delray Beach, FL
Overview: The primary role of the Team Lead is to assist the Team Manager in ensuring world class quality standards are being met by Commercial Sales Representatives in all aspects of their position. Provides customer service assistance in a courteous and professional manner to internal and external customers.

Primary Responsibilities:

• Assists in the development of new hires by coaching for performance maximization through side by side sessions as delegated by the Team Manager
• Coaches, develops and trains sales representatives and provides guidance with call handling system efficiency, and sales techniques
• Serves as a mentor to Commercial Sales Representatives and provides guidance with service related issues
• Maintains daily, weekly and monthly agent statistics for all team members through daily review of adherence
• Works closely within an assigned team to ensure minimal customer escalation through independent call handling
• Assists with take over calls from Senior CSR when necessary
• Provides floor coverage as necessary
• Assists Sales Managers with special projects
• Cross train team members as directed by Sales Managers with procedural updates and incentives as required
• All other duties as assigned