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Customer Service Associate
| Company | Zoro |
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| Location | Rockford, IL, USA |
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| Salary | $17 – $17 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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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.
Responsibilities
- 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.
Preferred Qualifications
- Proficient in using customer service hardware and software, CRM (customer relationship management) systems, and other relevant tools preferred.
