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Customer Loyalty Team
We're the Heart and Soul of the Zappos Family
Our Customer Loyalty Team (CLT) Agents handle more than 7000 calls a day and are available 24/7! (Well, we do close down temporarily when we have a company meeting or the occasional party!) We love our customers and want to make a personal connection with everyone that picks up the phone to call us. Our highly skilled Agents have the freedom to search for the perfect item, assist with a return or exchange or just simply have a fun conversation with our customers.
Meet Our Zapponians
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Laurie Bryan
Describe the career growth path you've taken at Zappos. After taking a tour of the Zappos office in 2009, I knew that I had to be a part of this outstanding environment. I became part of the Zappos family in May 2012. Initially, I was a little terrified because it was a huge honor just to get through the front door. I knew I had to work hard through my New Hire training and Incubation. After those 7 weeks, I was golden and happily answering the calls of our fabulous customers. After about 9 months, I felt confident to try something new. I became a member of the Live Chat team where I helped two customers at a time with my lightning fast typing. My path then led me to work with our Operations team. I had the opportunity to fill the Hot Seat which watched the entire call center. It was a great way to meet folks and keep an eye on the Operations side. Happily, I now find myself as Lead Link for two circles and I fill several roles within each of those circles. After almost 4 years, I still love working with Zappos while embracing and driving that change.
Describe the relationships you've built with your co-workers. When I first started my journey, I felt like a little fish in a big pond. I came from a company where the number of employees was 75. In my first few years, I did my best to reach out and create relationships. With the variety of roles that I have held, I have been able to expand my relationship base to other groups outside the CLT department. It’s important for me to reach out and meet people. I feel that through these changing times, it was important for me to reach out to people in different departments. I now have friends in Finance, Security, Merchandising and Human Resources. I will definitely continue to add more relationships to my resume. After all, I’m all about Core Value #7.
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Gretchen Herrera
What is a typical day like for you at Zappos? When I started working here, almost 4 years ago, I thought I wanted to do something other than answering phones in our CLT Department. But, after months of getting to know the system, our 10-Core Values and our Culture, I feel in Love. I'm very serious! This company has been the Best Company that I've ever worked for in my entire life. This company is amazing! I come in and starting hugging, kissing and wishing everyone a wonderful day. Now I can't wait to start my day. There are days that my husband has to call me and say; "Honey, it's time to come home, your four-legged children are asking about you." I don't have to leave work to learn new things, we get paid to take classes on just about any subject you can think of. We also don't have to leave campus to go eat out because much of the foods that we have in the cafeteria are free; salads, sandwiches, soups, breakfast items, coffee, teas, milks, sodas, you name it, we have it. The Culture is always busy. I don't think there is a week that goes by that we are engage in something around campus. Happy Hours, education on products, movies, llamas, dogs, volunteering for our Karma Adventures, exercise classes 4-times per week, the gym, free doughnuts, pizza, etc.
What is your favorite part about your job? I love to WOW my customer. It doesn't stop on the phones, I try to WOW every person I come across with. Another thing I like to do is hug Tony Hsieh and thank him for creating this amazing Culture.
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Premila Nair
How do you describe your work to your friends and family? The place I work at is more like a 2nd family home. I feel happy, comfortable, confident, loyal and committed to Tony's mission of self management style. I feel empowered which makes me feel good about helping our customers. I am confident in making my own judgement and decisions that will move this Company forward. It is an environment that gives me joy, where I make real life connections with our customers' as well as my coworkers!
How would you describe what it's like to work at Zappos in just 1 word? Awesomeness!
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Johnnie Brockett III
What makes Zappos a great place to work? Zappos is a great place to work because the company gives us the power to make our own decisions. Our employees are able to do whatever is needed to make our customers happy.
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