Coordinator, Consumer Services (T2)

Hawthorne Gardening Co.; Marysville (OH); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Stock purchase plan

Wellness reimbursement

Fertility assistance

Family leave

Job summary

Scotts Miracle-Gro is hiring a Consumer Services Coordinator in Marysville, Ohio. You will support customers by phone, chat, and email, delivering expert advice on lawn and garden products and care solutions. You will troubleshoot issues and guide Tier 1 agents to resolve problems efficiently.

Role requires 3+ years in customer service, leadership ability, and strong communication. Enthusiastic about customer success and comfortable with flexible schedules and working across departments.

Qualifications

• 3+ years in customer service, preferably in a call center, with mentoring/leadership experience.
• Ability to coach and assist others, provide feedback, and help solve problems.
• Experience navigating multiple systems while assisting consumers; Salesforce or similar CRM preferred.

Responsibilities

• Assist consumers via phone, chat, and email with prompt, professional service.
• Provide expert advice on lawn and garden products to consumers and Tier 1 agents.
• Troubleshoot product issues and guide consumers and agents.
• Guide Tier 1 agents on resolving consumer issues within guidelines.
• Resolve customer complaints, including escalated/issues from Tier 1 agents.

Skills

Customer service

Leadership/mentoring

Communication

Problem-solving

Organization

Flexibility

Tools

Salesforce

CRM systems

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.

The hourly rate pay for this position at Scotts will generally fall between $17.10 - 20.10 per hour and is paid weekly. Scotts 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.

Responsibilities

• Assist consumers via phone, chat, and email, ensuring a prompt and professional experience.
• Answer questions and provide expert advice on lawn and garden products, maintenance, and care solutions to both external consumers and internal Tier 1 agents.
• Troubleshoot product issues and provide step-by-step guidance for both consumers and agents.
• Provide Tier 1 agents with guidance on resolving consumer issues, supporting both the consumer and the agent within established guidelines.
• Resolve customer complaints efficiently, taking over escalated or complex issues from Tier 1 agents 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 levels and roles within CS, as well as other departments across the business to ensure seamless customer experience.
• Stay updated on company policies, promotions, and product offerings.
• Follow company guidelines and compliance regulations while handling customer data.

Qualifications

• Experience: 3+ years in customer service, preferably in a call center environment, with experience as a mentor, peer coach, or leader.
• Leadership: Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions.
• 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.
• Industry Knowledge: Interest in or experience with lawn and garden care is a plus.
• 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

Benefits

• 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
• $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

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

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace. EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity.