[Remote] Customer Service Team Lead

Note: The job is a remote job and is open to candidates in USA. Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for business customers. As a Team Lead in Customer Service, you’ll assist with onboarding, resolve complex inquiries, and improve processes to enhance customer experience.

Responsibilities

• Point of contact for next level customer escalations/complaints/trends by making empowered decisions to resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity
• Act as a resource to support direct customer calls and/or emails when needed due to high volumes impacting service levels
• Identify, evaluate, and promptly communicate customer trends and opportunities to leadership and collaborate with internal/external resources when the need arises to meet customer needs
• Identify problems and offer alternative solutions with available resources
• Assist Customer Service Leadership Team with creating and delivering team updates and process changes effectively through proper communication channels
• Maintain department performance standards and goals by applying a strong understanding of policies and procedures to support compliance
• Coach peers by delivering actionable feedback, and assist with ad hoc administrative duties to ensure smooth day-to-day operations

Skills

• High school diploma or equivalent
• Proven experience in a customer service role, preferably in a fast-paced environment
• Minimum, 4 years of customer service or related 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
• Experience leading a team and/or peer leadership experience
• College degree preferred

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 and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
• 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
• Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views
• Hybrid work model gives you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week

Company Overview