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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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Vince Quioan
What are some of the challenges you enjoy most? The challenges I enjoy the most is when I'm assisting an upset customer. By upset, I mean a customer that's irate to the point that they potentially will not want to do business with us anymore. When I come across someone that fits this criteria, I take it upon myself to do whatever it takes to turn that frown upside down. It's been referred to as "extreme customer service." If it means the customer is fully refunded, given the merchandise at no charge and a coupon, I'll do what it takes to make them happy, as anyone here would. It's the Zappos way! Another fulfilling challenge I enjoy is when someone outside of Chemail has a shadow session with me. At times, these folks will want some insight as to how to become a Chemailer or receive a Chemail related badge(live chat/e-mail contact channel). Some have mentioned they've done everything and are struggling to pass the test. Once they have sat through a session with me, I make sure to have explained to them in the most extensive and easy way possible, they come out more comfortable and are able to pass the test. This gives me such satisfaction to help someone get over the top.
What do you think it takes to be successful at Zappos? To be successful here at Zappos, in my opinion, you have to be yourself. Everything you've pretty much learned in corporate America goes out the door. Your personality coupled with your passion, determination and humility is what will catapult you. With Holacracy, everybody has an equal say. So don't be afraid to be heard. Your ideas and feedback are valued here. Along with being yourself, you can also expose your artistic side. I love the fact that there are several individuals who bring other talents and are able to showcase them. Musicians, artists, actors, photography, you name it! Thanks to Zappos, I've been able to break out of my introversion a bit. My lifelong hobby of being a DJ has manifested itself into several roles within the company. I'm utilized in several events here on campus as well as other Zappos related events such as quarterly All-hands meetings and trivia nights. Soult out to my fellow DJs of Zappos, Jim, Duron and Phil! So in conclusion, be yourself, show your passion and be determined. This is the formula to success at the Z!
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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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Cameron Berry
Why did you choose Zappos? I knew nothing about Zappos until I took a Temp Job back in 2010. After working as a temp for a few months and seeing the company culture from the outside. I then knew I never wanted to work anywhere else but Zappos!! I choose Zappos because from the outside looking in , it was a unique place to work. The culture the company created made work feel good in what we do on a daily.
Other than Zappos, what's one mobile app you can't live without? I believe the one app I cannot live without is my SiriusXM App. Every morning I use it to tune in to the "Sway in the Morning Show" to start my day with great music and humor.
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Geoff Jones
What's one interesting fact about Zappos that people might not know? One thing about Zappos that people might not know about is our Jam Room, a hidden room on campus that is available for any Zapponian who needs a place to rock out and jam! It's a complete rehearsal space with guitars, keyboards, microphones and even drums!
What led you to your current role at Zappos? I joined Zappos in July 2013 and started on the phones team in our Customer Loyalty Department (CLT). I loved being on the phones and talking with so many of our amazing customers! In April 2014, I put on an eyepatch, grabbed a bottle of rum and became a pirate as part of our Resource Desk. One of the cool things about being on R-Desk, especially for someone like me who is addicted to social media, was being able to interact with our friends and customers on Twitter. In March 2015, a new team was created that would be dedicated to assisting our customers across all social media platforms. I jumped at the chance to join the team, now known as CLT Social Support, and I've been here ever since! I love that Zappos encourages you to grow within the company and seek out those roles that you are truly passionate about!
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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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