Evening & Weekend Customer Support Lead

Johnny's Selected Seeds; Waterville (ME); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Employee Stock Ownership Plan

Paid Time Off

Educational Assistance

Life Insurance

Disability Insurance

Employee Discount

Job summary

Johnny's Selected Seeds in Fairfield, Maine is seeking a Night & Weekend Lead to act as the primary resource during evenings and weekends. This in-house role guides teammates, handles escalated inquiries, manages workflow priorities, and ensures service levels align with business priorities.

This full-time position runs January through May, with Saturday & Sunday 8 AM–5 PM and three weekdays 4:00 PM–8:00 PM, helping maintain accurate customer records and KPI-driven improvements.

Qualifications

• 2 years of experience in a Contact Center or Customer Service environment.
• Demonstrated strong customer service skills.
• Strong working knowledge of Customer Support processes and systems.
• Ability to work independently and make sound decisions.
• Effective communication and problem-solving skills.
• Ability to remain calm and professional during escalated situations.
• Demonstrated reliability and accountability.
• Positive attitude and willingness to support team members.
• Ability to motivate and lead by example to inspire the team to uphold Johnny's high standards.

Responsibilities

• The first point of contact and resource for team members during extended peak hours.
• During Peak, rotate with other Pod Leads for weekend and evening coverage.
• Assist the team members when responding to inquiries and escalated complaints, ensuring customers receive professional and efficient customer service.
• Ensure the team is creating and maintaining accurate records of customer interactions, and other relevant data.
• Stay current on Johnny's product lines, Johnny's internal policies and procedures.
• Oversee sales order channels and workflows to ensure service and sales volumes are moving forward through the proper processes and systems.
• Oversee omni-channel communications, make adjustments to the staffing levels to maximize all SLA commitments.
• Work with the management team to create and deliver KPI's that result in positive change and business efficiencies.
• Assist in educational information updates staff, ensuring they have the most current resources and information to service our customers.
• Communicate problems to the manager as well as any positive or negative feedback.
• Other tasks and responsibilities as needed or assigned.
• Function as a positive mentor for specialists.

Skills

Customer service

Contact Center

Communication

Leadership

Decision making

Team support

Problem solving

Dependable

Education

High school diploma or GED

Job description

Johnny's Selected Seeds in Fairfield, Maine is seeking a Night & Weekend Lead to act as the primary resource during evenings and weekends. This in-house role guides teammates, handles escalated inquiries, manages workflow priorities, and ensures service levels align with business priorities.

This full-time position runs January through May, with Saturday & Sunday 8 AM–5 PM and three weekdays 4:00 PM–8:00 PM, helping maintain accurate customer records and KPI-driven improvements.