Company Summary:
Zoro is an eCommerce company that's on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we're way more than a website. We're a team of great people with an award-winning culture. Check us out and see for yourself!
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Job Summary:
As a Customer Service Agent at Zoro, you will play a crucial role in delivering exceptional service to our customers by promptly and accurately resolving their inquiries or issues. Your primary objective will be to deepen the relationship with Zoro customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills.
Duties and Responsibilities :
- Work in a fast-paced multi-channel environment ( including but not limited to e-mails, phone calls, chat), following assigned work schedule.
- Interact with various teams across Zoro to effectively resolve customer issues in a timely manner.
- Make empowered decisions and resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity.
- Drive customer retention and contribute to sales growth through exceptional customer service and personalized interactions.
- Identify, evaluate, and promptly communicate customer trends and opportunities to leadership.
- Provide comprehensive information about Zoro's products, services, and company policies to assist customers effectively.
- Assist customers with order placement, tracking, and returns, ensuring a streamlined and positive experience.
- Demonstrate active listening to understand and address customer complaints or concerns, aiming to identify and resolve the root cause.
- Maintain department performance standards and goals, with a strong understanding of policies and procedures to support compliance.
- Adapt quickly to changing business needs while maintaining a positive attitude and professionalism in all interactions.
Minimum Qualifications:
- High school diploma or equivalent; college degree preferred.
- Ability to wear a telephone headset, manipulate objects such as pen, keyboard and mouse for the entirety of your shift.
- Proven experience in a customer service role, preferably in a fast-paced environment.
- Minimum, 2 years of Customer Service or relatable 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.
- Strong problem-solving and decision-making skills, with the ability to think quickly and creatively.
- Ability to use various information sources to answer questions, identify problems and appropriately resolve customer issues
Remote-Work Requirements:
At Zoro, we believe that a conducive and professional work environment is essential for providing exceptional customer service. As a remote Customer Service Agent, you will be expected to meet the following home environment and workspace requirements:
- Dedicated Home Office Workspace: We require a separate room with its own door to serve as your dedicated home office workspace. This helps ensure privacy and minimizes distractions.
- Reliable, Hardwired, High-Speed Cable Internet: To deliver seamless customer service, a minimum internet speed of 15Mbps download and 10Mbps upload is required. We require reliable, hardwired connection plugged into an Ethernet cable for optimal stability. A back-up location or alternate internet source will be required should system issues occur.
- Personal Disruptions: During scheduled working hours, it's important to create a professional atmosphere free from personal disruptions. This includes avoiding background noises such as: Children playing, dogs barking, loud music/TV noise, non-work-related phone calls, doorbells and interactions with family members or roommates during working hours
By maintaining a focused and distraction-free environment, you can provide our customers with the dedicated attention they deserve. Please ensure that your home environment and workspace meet these requirements before applying for the position.
Zoro Values and Inclusive Culture:
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
