Customer Service Associate

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. This position is remote, requiring you to work from home with reliable internet and a quiet workspace.

We are currently accepting applications for an October 2, 2024 start date. 

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
• Ability to attend training sessions Monday to Friday, 8:00 AM to 4:30 PM, for four weeks, followed by working your scheduled hours during an eight-week period where you will apply your training on the job with additional support.

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.