Consumer Service Coordinator (Tier 2)

The Scotts Miracle-Gro Company; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in lawn and garden care is seeking a Consumer Services Coordinator to provide exceptional support to customers and internal agents. This fully remote role involves resolving issues, answering inquiries, and ensuring customer satisfaction. Ideal candidates will have strong communication skills and a passion for delivering excellent service.

Benefits

Medical, dental, vision insurance

401(k) company match

Annual wellness reimbursement

Fertility treatment support

Time off for family support

Qualifications

• 3+ years in customer service, preferably in a call center environment.
• Experience in coaching and assisting others.

Responsibilities

• Assist consumers via phone, chat, and email.
• Troubleshoot product issues and provide guidance.
• Process orders, returns, and warranty claims.

Skills

Customer Focus

Communication

Problem-Solving

Tools

Salesforce

Google Suite

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 $17.10 - 20.10 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 Services Coordinator to join our team.

In this role, you will assist both our consumers and our frontline Tier 1 agents, 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 interactions efficiently, track issues, and provide a seamless service experience for both our consumers and our internal agents.

This position is fully remote.

In this role, you will:

1. Assist consumers via phone, chat, and email, ensuring a prompt and professional experience.
2. Answer questions and provide expert advice on lawn and garden products, maintenance, and care solutions to both external consumers and internal Tier 1 agents.
3. Troubleshoot product issues and provide step-by-step guidance for both consumers and agents.
4. Provide Tier 1 agents with guidance on resolving consumer issues, supporting both the consumer and the agent within established guidelines.
5. Resolve customer complaints efficiently, taking over escalated or complex issues from Tier 1 agents as needed.
6. Process orders, returns, and warranty claims accurately and efficiently.
7. Use Salesforce to document customer interactions, track resolutions, and identify trends for service improvements.
8. Meet or exceed performance metrics, including response times and customer satisfaction scores.
9. Collaborate with other levels and roles within CS, as well as other departments across the business to ensure seamless customer experience.
10. Stay updated on company policies, promotions, and product offerings.
11. Follow company guidelines and compliance regulations while handling customer data.

The perfect person will have:

1. Experience: 3+ years in customer service, preferably in a call center environment, with experience as a mentor, peer coach, or leader.
2. Leadership: Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions.
3. Technical Skills: Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers. Experience with adeptly navigating knowledgebase systems. Familiarity with Salesforce (or similar CRM system) preferred.
4. Industry Knowledge: Interest in or experience with lawn and garden care is a plus.
5. Communication: Strong verbal and written communication skills.
6. Problem-Solving: Ability to troubleshoot issues and provide effective solutions.
7. Customer Focus: Passion for delivering excellent customer experiences.
8. Organization: Strong attention to detail and organizational skills.
9. 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 is 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.