Customer Service Rep (Hybrid)

About the position

The Inbound Customer Service Representative role at Grainger involves responding to a high volume of inbound phone calls to build and strengthen customer relationships. This position is essential for ensuring customer satisfaction through effective communication and problem-solving skills. The role offers a hybrid work environment after an initial training period, allowing for flexibility in work arrangements while maintaining a focus on customer service excellence.

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, preferably in an inbound customer service center.
• 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 the 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!