Customer Service Associate, Remote

Job Summary:

As a Customer Service Associate 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), following an assigned work schedule based on business needs.
• Customer Support: Provide exceptional customer service via phone and email, addressing inquiries, resolving complaints, and ensuring customer satisfaction.
• Order Processing: Assist customers with placing orders, tracking shipments, processing returns, and managing account information.
• Product Knowledge: Develop a comprehensive understanding of our products and services to effectively address customer questions by utilizing multiple resources in order to provide the correct information. 
• Issue Resolution: Troubleshoot and resolve customer issues promptly and efficiently, escalating complex matters to the appropriate department when necessary.
• Email Response Goals: Meet or exceed daily/weekly/monthly goals for responding to customer emails within the designated time frame, ensuring timely and accurate resolutions.
• Communication: Maintain clear and professional communication with customers and internal teams, ensuring accurate information exchange and timely follow-up.
• Quality Assurance: Adhere to company policies and procedures, ensuring compliance with quality standards and service level agreements.
• Documentation: Accurately document customer interactions, including inquiries, resolutions, and feedback, in the appropriate system/tools.

Minimum Qualifications:

• 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.
• 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 be able to work during the hours of 7:00 AM and 5:00 PM CST Tuesday through Saturday.
• Ability to attend training sessions virtually Monday to Friday, 8:00 AM to 4:30 PM, for twelve weeks.