Customer Service Team Lead

Zoro • Janesville, WI

1d • $19 - $32 • Hybrid

About The Position

As a Team Lead, Customer Service at Zoro, you’ll help with onboarding, sharing best practices, and assisting supervisors with day-to-day team coordination, working to resolve complex inquiries and issues through a variety of service channels. You will be integral in managing project requests, providing mentorship to new team members, and continuously improving processes to enhance the customer experience.

Requirements

• 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.

Nice To Haves

• Experience leading a team and/or peer leadership experience
• College degree preferred.

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.

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.
• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED