Seasonal Customer Service Representative at TPS Group Holdings LLC

TPS Group Holdings, a family of brands including The Paper Store, Uncharted and Gifts & More, is all about transforming daily routines into joyful escapes that inspire and surprise. Our mission is to connect with every customer through carefully chosen products, immersive shopping experiences, and service that goes the extra mile—creating a space that sparks joy with every visit. 

Position Overview: As a Seasonal Customer Service Representative, you will be responsible for handling customer service inquiries and resolving escalations in a friendly manner while upholding a high level of customer satisfaction. The ideal candidate for this role will be excellent at communication and follow-through, as well as courteous, patient, and detail-oriented with an entrepreneurial personality to foster relationships for customer retention. This role is multifaceted in responsibility, servicing customer inquiries across multiple channels from phone calls, to social and email. You will assist with a wide variety of inquiries related to orders purchased in-store or online, billing, returns, gift cards, product information, loyalty programs, and more. This role requires patience, empathy, and a passion for delivering outstanding customer experiences. The Customer Service Representative reports directly to the Customer Service Manager with regular input from the Lead Customer Service Rep. 

KEY RESPONSIBILITIES:

• Be a brand ambassador for TPS Group Holdings LLC (a family of brands including The Paper Store and Uncharted)
• Primary responsibility: Answer inbound customer calls in a professional, courteous, and friendly manner and respond to service tickets submitted by our customers via email and social
• Practice active listening, patience, empathy, and kindness when interacting with customers and internal team members to positively resolve any issue
• Assist customers with various inquiries including order-specific issues like missing or lost packages, initiating claims with shipping companies on their behalf, and addressing general comments about stores, shopping experiences, and products
• Maintain a positive and solutions-oriented approach to enhance customer experience
• Provide accurate information about our products, services, and policies, balancing adherence to company policies while exercising discretion to positively resolve customer issues
• Manage customer accounts including assisting customers with order history, returned shipments, account updates, order status, contact methods, and other requests related to our websites and stores
• Provide technical support for website navigation, guiding customers through online difficulties and placing orders on behalf of customers when necessary
• Collaborate regularly with internal teams to address customer issues and develop proactive measures to prevent future problems
• Investigate customer concerns related to inaccurate product depictions online such as images or descriptions.  Coordinate with internal teams to make necessary corrections
• Review orders to identify potential store assignments, fulfillment, and fraud issues, and take necessary action to resolve them
• Communicate effectively with stores and the distribution center to ensure timely fulfillment of BOPIS (Buy Online Pick-up In-Store) and store concierge orders
• Conduct outbound calls and emails to follow up with pending issues and ensure customer satisfaction
• Assist the broader Marketing, E-commerce, and Operations teams with additional duties as required

JOB REQUIREMENTS:

• Minimum two years’ service-related job experience. High school diploma or equivalent required (college preferred)
• Excellent verbal communication and active listening skills
• Friendly and calm demeanor with the ability to diffuse conflicts positively
• Ability to multi-task in a fast-paced environment and work independently of others, demonstrating resourcefulness, accountability and attention to detail
• Strong computer and typing skills; Must have computer skills and ability to quickly learn how to navigate various software programs; Proficient with Microsoft Office (Word, Excel, Outlook, Teams) and must have the ability to maintain phone conversations while using various computer programs
• Availability to work flexible schedules, including evenings, weekends
• Ability to train in person at our Acton, MA office prior to receiving approval to proceed to a fully remote
• Professional presentation in attire, demeanor, and appearance 

TPS Group Holdings is an equal-opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law.