Offer summary

Qualifications:

1+ years of customer service experience, preferably in a call center environment., Strong verbal and written communication skills., Proven ability to troubleshoot issues and provide effective solutions., Familiarity with Salesforce or similar CRM systems is preferred..

Key responsibilities:

Serve as the first point of contact for customers, addressing their queries and concerns.

Provide expert advice on lawn and garden products and troubleshoot product issues.

Process orders, returns, and warranty claims accurately and efficiently.

Document customer interactions and track resolutions using Salesforce.

Job description

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

The hourly rate for this position at Scotts/Hawthorne will generally fall between $15.50 - 18.20 per hour and is paid weekly. Scotts/Hawthorne will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.

We are seeking a dedicated and customer-focused Consumer Service Representative to join our team. In this role, you will be the first point of contact for customers, resolving issues, providing order support, and fielding product and general lawn and garden care questions. You will communicate via phone, email, chat, and other digital channels to provide timely and effective support, and will use Salesforce to manage customer interactions efficiently, track issues, and provide a seamless service experience.
This position is fully remote.

In this role you will:
-Primary take customer calls and provide accurate, satisfactory answers to their queries and concerns.
-On occasion, may assist consumers via, chat and email, ensuring a prompt and professional experience.
-Provide expert advice on lawn and garden products, maintenance, and care solutions.
-Troubleshoot product issues and provide step-by-step guidance for customers.
-Resolve customer complaints efficiently, escalating complex issues as needed.
-Process orders, returns, and warranty claims accurately and efficiently.
-Use Salesforce to document customer interactions, track resolutions, and identify trends for service improvements.
-Meet or exceed performance metrics, including response times and customer satisfaction scores.
-Collaborate with other departments to ensure seamless customer experience.
-Stay updated on company policies, promotions, and product offerings.
-Follow company guidelines and compliance regulations while handling customer data.

Ideal Candidates Will Have:
-Experience: 1+ years in customer service, preferably in a call center environment.
-Technical Skills: Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers. Familiarity with Salesforce (or similar CRM system) preferred.
-Communication: Strong verbal and written communication skills.
-Problem-Solving: Ability to troubleshoot issues and provide effective solutions.
-Customer Focus: Passion for delivering excellent customer experiences.
-Organization: Strong attention to detail and organizational skills.
-Flexibility: Willingness to work flexible schedules, including evenings, weekends, and holidays.

Some other nice to haves:
-Personal or professional knowledge of or interest in lawns and gardens
-Proven success in a work-from-home environment
-Knowledge of Google Suite applications a plus

What we do for you (just to name a few cool ones):

Medical, dental, vision, life insurance, holidays, vacation and sick time benefits available within a month of your start date
Healthcare navigation, advocacy and support
401(k) company match up to 7.5% with immediate participation and vesting
Ability to purchase company stock at a 15% discounted price from market value
$600 annual wellness reimbursement program
Up to $30,000 to help cover the cost of fertility treatments, adoption or surrogacy
Up to 18 weeks of time away to support your growing family
To view all of our great benefits, click here!

* Eligibility for the above benefits may vary based on full-time/part-time status or additional factors.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent communities.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.

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