Experienced Customer Service Agent – Remote/Hybrid Role in Evansdale, IA, Delivering Exceptional Support to Diverse Clients

Introduction to Grainger and Our Mission Grainger, a leading broad line distributor with operations primarily in North America, Japan, and the United Kingdom, is dedicated to serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Our purpose, 'We Keep the World Working,' is at the heart of everything we do, from providing technical support and inventory management solutions to delivering exceptional customer service. We are now seeking a highly skilled and passionate Customer Service Agent to join our team in Evansdale, IA, on a full-time basis, offering a unique remote/hybrid work arrangement that combines the benefits of office and home working. Job Overview and Responsibilities In this critical role, you will be part of a dynamic team reporting to a Supervisor, Customer Experience, and will be responsible for building strong customer relationships by responding to a high volume of inbound phone calls. Your excellent communication skills, both written and verbal, will enable you to work effectively with customers and Sales team members in a team-based environment, resolving customers' challenges by utilizing all resources for account selection, product identification, order placement, and order management. Key responsibilities include: Responding to inbound phone calls from customers, addressing their queries, and providing solutions to their problems in a professional and courteous manner. Collaborating with the Sales team and other stakeholders to ensure seamless customer experience and resolve any issues promptly. Utilizing computer systems and software to manage customer interactions, process orders, and maintain accurate records. Resolving pricing and invoicing discrepancies, applying credits, and implementing return procedures as necessary. Continuously improving knowledge of products, services, and processes to enhance customer satisfaction and loyalty. Essential and Preferred Qualifications To be successful in this role, you will need to possess the following essential qualifications: High School diploma or equivalent. At least 1 year of customer service experience, preferably in a similar industry or setting. Ability to commute to our facility from your home and have a secure workspace at home dedicated to job activity. Proficiency in operating and navigating multiple PC-based programs at once, with stable internet connectivity that meets our requirements (upload speed > 5 megabits per second, download speed > 15 megabits per second, and ping Preferred qualifications include experience working in a hybrid or remote environment, familiarity with customer relationship management (CRM) software, and a proven track record of consistently meeting or exceeding customer satisfaction targets. Skills and Competencies Required for Success To excel as a Customer Service Agent at Grainger, you will need to demonstrate the following skills and competencies: Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike. Strong problem-solving and analytical skills, with the ability to resolve complex customer issues in a timely and professional manner. Proficiency in using technology, including computer systems, software applications, and telecommunication equipment. Ability to work in a fast-paced environment, prioritizing tasks and managing multiple customer interactions simultaneously. Strong attention to detail, with a focus on accuracy and quality in all aspects of work. Career Growth Opportunities and Learning Benefits Our comprehensive 8-week onsite training academy, providing you with the knowledge and tools needed to excel in your role. Ongoing coaching and feedback from experienced supervisors and colleagues. Opportunities for career advancement and professional growth within the company. Access to our employee development programs, including tuition reimbursement, student loan refinancing, and free financial counseling. Work Environment and Company Culture Grainger is proud to offer a welcoming and inclusive work environment, where diversity, equity, and inclusion are valued and respected. Our company culture is built on the principles of: Respect and empathy, with a focus on treating all employees, customers, and stakeholders with dignity and respect. Integrity and transparency, with a commitment to ethical business practices and open communication. Collaboration and teamwork, with a emphasis on building strong relationships and working together to achieve common goals. Continuous learning and improvement, with a focus on innovation, creativity, and ongoing development. Compensation, Perks, and Benefits We offer a competitive compensation package, including: A starting hourly rate of $15.80, with three automatic raises in 12 months, bringing your pay to $17.00 per hour. A comprehensive benefits package, including 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! Conclusion and Call to Action If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity to join our team as a Customer Service Agent. With our comprehensive training program, competitive compensation package, and commitment to employee growth and development, we offer a unique and rewarding career path that can help you achieve your professional goals. Don't miss out on this chance to be part of a dynamic and inclusive team – apply today and take the first step towards an exciting and fulfilling career with Grainger!