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.

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.

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

Customer Service Team Lead

Key skills