Mail Order Evening Customer Service Center Star at Zingerman's Mail Order, LLC in Ann Arbor, Michigan

Job Description:

Zingerman's Mail Order Evening Customer Service Center Service Star

What and where is this job?
This is a job in our Service Call Center located at 720 Phoenix Drive, Ann Arbor, MI 48108. Our Service Center is open seven days a week, 9am-10pm. It is where we answer phone calls and emails from our customers. Our building is on the AATA bus route.

How many service stars will be hired?
We will be hiring up to 6 crew members to begin training the week of April 12th.
There are full time (4-5 shifts per week) and part time (2-3 shifts per week) positions available.

What's the hiring process like?

We're taking applications until April 18th.
We'll review applications for the above qualifications immediately.
You may or may not be called for a virtual interview.
The virtual interview process will determine if you are offered a spot in our training program.
Our training is about a week and will determine if a position will be offered. You must successfully complete training to be offered a position.

Safety at Zingerman's Mail Order
The health and safety of our staff is our greatest priority. We are adamantly following the guidelines and directives from the CDC, Washtenaw County, the State of Michigan and other experts. We are focusing on screening, sanitizing and distancing in our building:

We are screening everyone who comes to work each day for symptoms.
All staff members wear masks at all times inside our buildings
We are sanitizing all touched surfaces every two hours.
We have set up safe working distances for every employee.
We practice social distancing of a minimum of 6 feet from each other

What does it take to get hired in our Service Center?
There are lots of skills and experience we are hoping to find (we've listed them below). But there are three musts:

You meet availability requirements. You must be able to work evenings and/or weekends.
You must have successfully completed our training program.
You must commit to working with us for the 2021 holiday season.

Applications will be evaluated closely based on answers to the job questions on this application, as well as attendance, performance scorecard, mistake record & availability.

Can I work from home?
Quite possibly. We have a process for certifying staff to work from home. You must have successfully completed training and orientation. There is a list which we can share once you are hired that you can check the requirements. You must meet the qualifications and expectations before being scheduled at home. All service staff must be available to work at least 1 shift onsite at Mail Order per week.

The Performance Expectations (Essential Functions) for this position are:

We wear headsets, answer phones and enter orders into computers like there's nothing else we'd rather be doing.
We send emails to our customers that are so good, they feel like they were delivered in person.
We perform amazing feats of customer service by web, phone, fax, email, snail mail, and in person.
We work to deliver a great experience to each of our customers and to each other.
We knock our customers' socks off. Both socks. Every single time.
Whatever our role from January through September, we all rise to leadership roles October through December.
We train our holiday crew each fall so they can feel super comfortable taking care of customers.
We embrace change and jump in with both feet to improve the Service Center.

The Desired Characteristics & Success Patterns for this position are:

Type 40 words per minute.
Ease & fluidly, high level of competence working on a computer, navigating numerous software programs at once including the Internet, Google Chrome, Google applications, Microsoft Word, and Excel.
Excellent spelling and grammar skills.
Ability to read, speak, and write fluently in English.
Your availability must include some mids, nights and weekends.
Previous experience in any form of customer service or sales, food sales is considered a bonus.
Experience in training.
Completes tasks and assignments like a champ.
Ability to compose comprehensive and caring emails quickly.
Dedicated to providing exceptional customer service.
Excellent interpersonal and communication skills, both written and verbal.
Team player who will work effectively in a group and individually.
Have reliable transportation to and from work.
Must be punctual and have consistent attendance per the Mail Order Attendance Guidelines.

Successful candidates will have the following personal characteristics:

Detail-oriented with strong organizational skills.
Willing to follow the rules and SOPs (standard operating procedures) of our work--and also work to improve them.
A passion for food--tasting, talking and selling it, too.
Punctuality.
Sense of humor under pressure.
The ability to grin and enjoy the occasional tricky customer.
Love to solve problems for people.
Love to take care of people with great service.
Eager to answer the phone when it rings (it rings a lot).
Ability to take constructive criticism and work to improve.
Embrace feedback and apply it to your work everyday.
Relentless, outrageous enthusiasm & energy.

What is the pay?
$15.00 per hour

Are there any other perks?
Absolutely! Here are just some of them:

Free meals
All breaks are paid
Paid training
50% discount on anything you buy at Zingerman's Mail Order
Discounts at other Zingerman's businesses
25% reimbursement on any massage
Discounts at See Eyewear
and more

Sound like you?
Please apply!

When does this job begin?

The week of April 12th.