Customer Service Team Lead

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

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