Consumer Services Coordinator (Tier 2)

The Scotts Miracle-Gro Company; Marysville (OH); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in the lawn and garden industry is seeking a Consumer Services Coordinator to provide exceptional customer support. This fully remote role involves assisting consumers, resolving issues, and using Salesforce for tracking. Ideal candidates should have strong customer service experience, communication skills, and attention to detail. Benefits include comprehensive insurance, 401(k) matching, and generous parental leave.

Benefits

Medical, dental, vision, and life insurance

401(k) match up to 7.5% with immediate vesting

Discounted stock purchase options

Annual wellness reimbursement of $600

Support for fertility, adoption, or surrogacy costs up to $30,000

Up to 18 weeks of parental leave

Qualifications

• 3+ years in customer service, preferably in a call center environment.
• Strong coaching and feedback skills.

Responsibilities

• Assist consumers via phone, chat, and email, ensuring prompt and professional service.
• Troubleshoot product issues and guide consumers and agents step-by-step.

Skills

Customer Focus

Problem-Solving

Communication

Attention to Detail

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 generally falls between $17.10 - 20.10 per hour, paid weekly. Scotts/Hawthorne considers various factors in determining the actual pay, including 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 consumers and our frontline Tier 1 agents, resolving issues, providing order support, and fielding product and lawn and garden care questions. You will communicate via phone, email, chat, and other digital channels to provide timely support, using Salesforce to manage interactions and track issues for a seamless service experience. This position is fully remote.

In this role, you will:

1. Assist consumers via phone, chat, and email, ensuring prompt and professional service.
2. Answer questions and provide expert advice on lawn and garden products and maintenance.
3. Troubleshoot product issues and guide consumers and agents step-by-step.
4. Support Tier 1 agents in resolving consumer issues within established guidelines.
5. Resolve escalated customer complaints efficiently.
6. Process orders, returns, and warranty claims accurately.
7. Use Salesforce to document interactions, track resolutions, and identify service trends.
8. Meet or exceed performance metrics, including response times and customer satisfaction scores.
9. Collaborate across departments to ensure a seamless customer experience.
10. Stay updated on company policies, promotions, and products.
11. Follow company guidelines and regulations when handling customer data.

Ideal candidates will have:

• 3+ years in customer service, preferably in a call center environment, with leadership or mentoring experience.
• Strong coaching and feedback skills.
• Proven ability to navigate multiple systems, familiarity with Salesforce preferred.
• Interest or experience in lawn and garden care is a plus.
• Strong verbal and written communication skills.
• Problem-solving skills and customer focus.
• Attention to detail and organizational skills.
• Flexibility to work evenings, weekends, and holidays.

Additional preferred qualities:

• Knowledge or interest in lawns and gardens.
• Experience working remotely successfully.
• Knowledge of Google Suite applications is a plus.

Benefits include:

• Medical, dental, vision, and life insurance, with benefits starting within a month.
• Healthcare advocacy and support.
• 401(k) match up to 7.5% with immediate vesting.
• Discounted stock purchase options.
• Annual wellness reimbursement of $600.
• Support for fertility, adoption, or surrogacy costs up to $30,000.
• Up to 18 weeks of parental leave.
• For full benefits details, click here.

* Eligibility varies based on employment status and other factors.

Stay updated on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent communities.

We are an EEO Employer committed to diversity and a drug-free workplace. We do not accept unsolicited resumes from recruiters without a signed agreement.