Customer Service Associate

Zoro

full-time

Posted on:

Location Type: Hybrid

Location: Janesville • Wisconsin • United States

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Salary

💰 $18 - $18 per hour

About the role

  • Work in a fast-paced multi-channel environment, following an assigned work schedule based on business needs.
  • Provide exceptional customer service via phone by addressing inquiries, resolving complaints, and ensuring customer satisfaction. Good written communication skills are required for note taking and submitting tickets.
  • Assist customers with placing orders, tracking shipments, processing returns, and managing account information.
  • Develop a comprehensive understanding of our process resources, products, and services to effectively address customer questions in order to provide the correct information.
  • Troubleshoot and resolve customer issues promptly and efficiently, escalating complex matters to the appropriate department when necessary.
  • Maintain clear and professional communication with customers and internal teams, ensuring accurate information exchange and timely follow-up.
  • Adhere to company policies and procedures, ensuring compliance with quality standards and service level agreements.
  • Accurately document customer interactions, including inquiries, resolutions, and feedback, in the appropriate system/tools.

Requirements

  • At least 1 year of Customer Service or related experience, preferably in a fast-paced environment such as a contact center.
  • Excellent verbal and written communication skills, with the ability to listen & convey information clearly and effectively.
  • Proficient in using customer service hardware and software, CRM (customer relationship management) systems, and other relevant tools preferred.
  • Strong problem-solving, critical thinking and decision-making skills, with the ability to think quickly.
  • Ability to use various information sources to answer questions, identify problems and appropriately resolve customer issues.
  • High School diploma or equivalent
  • Must have transportation and ability to attend work onsite in Janesville, WI.
  • Ability to work Monday through Friday, 8:00 AM to 4:30 PM for the first 12 weeks of training until transitioning into a permanent schedule.
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
  • Up to 4 weeks paid leave for non-birth parents
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem-solvingcritical thinkingdecision-makingnote takingticket submissionorder processingshipment trackingaccount management
Soft Skills
verbal communicationwritten communicationlisteninginformation conveyanceprofessional communicationtimely follow-up
Certifications
High School diploma