Customer Experience Specialist

3 days ago

Lake Forest, Illinois, United States Grainger Businesses Full time

About Grainger Businesses

Grainger Businesses is a leading industrial distributor with operations primarily in North America, Japan, and the United Kingdom. We serve over 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. With a strong commitment to providing value for customers, fostering an engaging culture for team members, and driving strong financial results, we strive to be a trusted partner in the industry.

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our customer experience team, you will be responsible for building and strengthening customer relationships by responding to a high volume of inbound phone calls. You will demonstrate professional oral and written communication skills, navigate customers' challenges, and use critical thinking skills to resolve customer concerns.

Key Responsibilities

  • Build and strengthen customer relationships by responding to a high volume of inbound phone calls that leave customers with a positive impression.
  • Demonstrate professional oral and written communication skills, including strong reading comprehension.
  • Navigate customers' challenges by using all resources for account selection, product identification, order placement, and order management.
  • Use critical thinking skills to resolve customer concerns such as product search, pricing and invoicing discrepancies, apply credit, and facilitate returns.
  • Manage and mitigate risk by taking appropriate actions.
  • Collaborate daily in a positive, team-based environment that's committed to doing business with ethics and integrity.

Requirements

  • High School diploma or equivalent.
  • 1+ years of customer service experience. Inbound customer service center experience preferred.
  • Strong desire and willingness to help customers by providing friendly, knowledgeable, and effortless experiences.
  • Experience with high-touch, hands-on, personalized service with customers in a fast-paced environment.
  • Ability to commute to our facility.
  • Ability to sit up to 8 hours a day.
  • A secure workspace dedicated to job activity (Required for work from home/hybrid).
  • Stable internet with ability to provide proof of internet speeds greater than 5 megabits per second upload, 15 megabits per second download, and ping less than 80 milliseconds. (Required for work from home/hybrid).

Benefits

  • Medical, dental, vision, and life insurance coverage with virtual access to board-certified doctors for urgent care and prescription refill needs.
  • 6 free sessions each year with a licensed therapist to support emotional wellbeing.
  • Paid time off (PTO) and 6 company holidays per year.
  • Access to up to 30% of your paycheck before payday to help with financial emergencies.
  • Up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.
  • 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no match required.
  • Tuition reimbursement, student loan refinancing, and free access to financial counseling, education, and tools.
  • Employee discounts and more.

About Us

Grainger Businesses is an equal opportunity/affirmative action employer. We provide equal employment opportunities regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, religion, age, disability status, veteran status, or any other protected characteristic. Our commitment to inclusivity includes offering reasonable accommodations during the hiring process. If you require an accommodation during interviews, please let us know and we will provide the appropriate assistance.

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