Consumer Services Coordinator (Tier 2)

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

Job summary

A leading company in the lawn and garden sector is seeking a Consumer Services Coordinator. This fully remote role involves assisting customers with inquiries, troubleshooting issues, and providing order support. Ideal candidates will have strong customer service experience and excellent communication skills. Join a dynamic team focused on delivering exceptional customer experiences.

Benefits

Medical, dental, vision insurance

401(k) with company match

Annual wellness reimbursement

Up to 18 weeks of parental leave

Qualifications

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

Responsibilities

• Assist consumers via phone, chat, and email.
• Troubleshoot product issues and provide guidance.

Skills

Coaching

Communication

Troubleshooting

Customer Service

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.

Position Overview

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.

Responsibilities

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.

Ideal Candidates Will Have

1. 3+ years of experience in customer service, preferably in a call center environment, with experience as a mentor, peer coach, or leader.
2. Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions.
3. Proven ability to navigate multiple systems simultaneously while interacting with consumers. Experience with knowledgebase systems. Familiarity with Salesforce (or similar CRM system) preferred.
4. Interest in or experience with lawn and garden care is a plus.
5. Strong verbal and written communication skills.
6. Ability to troubleshoot issues and provide effective solutions.
7. Passion for delivering excellent customer experiences.
8. Strong attention to detail and organizational skills.
9. Willingness to work flexible schedules, including evenings, weekends, and holidays.

Additional Preferred Qualifications

• Knowledge of or interest in lawns and gardens.
• Success in a work-from-home environment.
• Knowledge of Google Suite applications is a plus.

Benefits

• Medical, dental, vision, life insurance, holidays, vacation, and sick time benefits within a month of start date.
• Healthcare navigation, advocacy, and support.
• 401(k) with up to 7.5% company match, immediate participation and vesting.
• Discounted company stock purchase.
• Annual wellness reimbursement.
• Support for fertility treatments, adoption, or surrogacy.
• Up to 18 weeks of parental leave.
• For all benefits details, click here.

*Eligibility for benefits may vary based on employment status and other factors.

Stay Connected

Join our talent communities for future opportunities: ScottsMiracle-Gro and Hawthorne Gardening.

Scotts is an EEO Employer committed to diversity and a drug-free workplace.

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Agency Notice

We do not accept unsolicited resumes from recruiters or agencies without a signed agreement. We will not consider or pay fees for resumes submitted without prior approval.