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Customer Service Associate (Remote), Zoro


Remote, IL, US, N/A JANESVILLE, WI, US, 53546-8729

Date:  Jan 19, 2023

Company Overview 

Zoro is a wholly owned subsidiary of Grainger, a leading distributor of maintenance, repair, and operating products. 

We're looking for passionate people who can move our company forward. We have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way at Zoro.

Position Description

Customer Service Associates contribute largely to Zoro’s success by being on the frontlines with our valued Customers, while inspiring them to think of Zoro first! Our Customer Service Associates assist customers over the phone by helping them to find, buy and get the products they need to get on with their day.  One of the ways that we do this is through a “One Agent, One Resolution” philosophy which means: Customer Service Associates assist Customers with a wide variety of inquiries and strive to provide an effortless experience.

Core Responsibilities and Qualifications

A Zoro Customer Service Agent interacts with customers via telephone and e-mail to assist with a variety of customer inquiries and issues such as, order placement, order status and help locating items on 
Must be able to wear a telephone headset and manipulate objects such as pen, keyboard and mouse.

  • Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations.
  • Demonstrate functional skills in verbal and written communication explaining basic information to the Customer with focus on first-call resolution.
  • Multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to Customer situations.
  • Demonstrate awareness of Company policies and procedures while applying sound judgment within scope of Company guidelines.
  • High School diploma or equivalent.
  • At least 1 year of customer service experience.
  • Bi-Lingual skills are a plus!

Home Environment and Workspace Requirements

  • A dedicated home office workspace, preferably a separate room with its own door.
  • Adequate space to set up the workstation. Computer and monitors will be provided.
  • Must have reliable, hardwired, high speed Cable Internet with ability to plug in ethernet cable. Minimum requirement of 15Mbps download speed and 10Mbps upload speed
  • Personal disruptions are not allowed during scheduled hours and should not be audible in background noise. This includes but not limited to:
    • Children playing
    • Dogs barking
    • Loud music
    • Non-work-related phone calls
    • Doorbells
    • Family members/roommates

Pay and Shifts

  • Pay starts at $17/hour
  • Schedules are created based on the needs of the business and are consistent once assigned. Shifts are 8 hours between the hours of 6:00 a.m. to 9:00 p.m. Monday through Friday and Saturday between 7:00 a.m to 5:00 p.m CST.

Final note:  We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.