Note: The job is a remote job and is open to candidates in USA. Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for business customers. As a Team Lead in Customer Service, you’ll assist with onboarding, resolve complex inquiries, and improve processes to enhance customer experience.
Responsibilities
- Point of contact for next level customer escalations/complaints/trends by making empowered decisions to resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity
- Act as a resource to support direct customer calls and/or emails when needed due to high volumes impacting service levels
- Identify, evaluate, and promptly communicate customer trends and opportunities to leadership and collaborate with internal/external resources when the need arises to meet customer needs
- Identify problems and offer alternative solutions with available resources
- Assist Customer Service Leadership Team with creating and delivering team updates and process changes effectively through proper communication channels
- Maintain department performance standards and goals by applying a strong understanding of policies and procedures to support compliance
- Coach peers by delivering actionable feedback, and assist with ad hoc administrative duties to ensure smooth day-to-day operations
Skills
- High school diploma or equivalent
- Proven experience in a customer service role, preferably in a fast-paced environment
- Minimum, 4 years of customer service or related experience
- Excellent verbal and written communication skills, with the ability to listen & convey information clearly and effectively
- Patience, empathy, strong time management and a genuine desire to help customers
- Proficient in using customer service hardware and software, CRM systems, and other relevant tools
- Experience leading a team and/or peer leadership experience
- College degree preferred
Benefits
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
- 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
- At least 18 paid time off days annually for full-time employees and 6 company holidays per year
- 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
- Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
- Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
- Employee discounts and admission to various civic and cultural institutions around Chicago
- Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views
- Hybrid work model gives you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week
Company Overview
Tools, Parts, and Supplies for Your Business™ Zoro has the tools, parts, and supplies your business needs to get the job done—all at affordable prices. It was founded in 2010, and is headquartered in Buffalo Grove, Illinois, USA, with a workforce of 501-1000 employees. Its website is http://zoro.com.