Seasonal Customer Service Representative

The Paper Store; Acton (MA); Hybrid; USD 28,000 - 29,000; Full time

Benefits offered by this job

Remote after training

Job summary

The Seasonal Customer Service Representative role at TPS Group Holdings in Acton, MA supports customers with orders, products, gift cards, returns, loyalty programs, and more during the peak season.

You will handle calls and tickets, resolve issues, guide order placement, and coordinate with stores and the distribution center. Training occurs in Acton before remote work begins, with optional extended engagement based on performance.

Qualifications

• Previous customer service, retail, call center, or other customer-facing experience.
• Strong verbal communication and active listening skills.
• Ability to stay composed during high holiday volume and busy periods.
• Comfortable navigating multiple computer programs and learning new systems.
• Availability for the full seasonal assignment and holiday Saturday coverage.
• Must complete approximately one full week of in-person training in Acton, MA before remote work.

Responsibilities

• Answer inbound calls and respond to tickets professionally and courteously.
• Assist with order issues, including shipments, returns, and billing questions.
• Provide accurate product and policy information to customers.
• Manage account requests and order status updates.
• Guide customers through website navigation and place orders when needed.
• Coordinate with stores and distribution on BOPIS and order fulfillment.
• Follow up on issues to ensure timely resolution.
• Collaborate with internal teams to resolve concerns and prevent recurring problems.
• Assist with seasonal needs for Marketing, E-commerce, and Operations teams.

Skills

Customer service experience

Communication skills

Active listening

Problem solving

Organization

Job description

Job Details: Job Location: 0099 - Corporate - Acton, MA 01420, Position Type: Seasonal, Salary Range: $20.00 - $21.00 Hourly, 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.

Seasonal Assignment Details

• Seasonal assignment expected from October 2026 through January 2027
• Full-time and part-time opportunities available
• Remote after approximately one week of required training in Acton, MA
• Limited Saturday availability is required during the holiday season. Team members can expect to work approximately three Saturdays between Thanksgiving and Christmas.
• While this position is being hired as a seasonal role, there may be opportunities for continued employment beyond the seasonal assignment based on business needs, performance, and available openings. Candidates interested in longer-term employment are encouraged to indicate their interest during the application process.

What you'll do

• 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.

Who you are

• 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

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.