Evening & Weekend Customer Support Leader

Johnny's Selected Seeds; Fairfield (ME); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Educational Assistance

Employee Discount

Stock Ownership Plan

Job summary

Johnny's Selected Seeds is seeking a Night and Weekend Lead to guide the team during evenings and Saturdays/Sundays, with weekday evenings. This in-house role supports escalation handling, workflow prioritization, and coaching to maintain service levels.

Responsibilities include ensuring accurate customer records, helping with product knowledge, and maintaining strong communications with leadership. This is a full-time, on-site position in Fairfield, ME.

Qualifications

• Experience in a contact center or customer service environment is required.
• Ability to work evenings and weekends and manage peak hours.
• Strong communication and problem-solving abilities required.

Responsibilities

• Serve as the primary resource during evening and weekend hours.
• Rotate coverage with other leads during peak times.
• Assist team with inquiries and escalated complaints; ensure professional service.
• Maintain accurate records of customer interactions and data.
• Stay current on product lines and internal policies.
• Oversee sales order channels and workflows to ensure smooth processes.
• Adjust staffing to maximize SLA commitments across channels.
• Collaborate with management to deliver KPIs and drive efficiencies.
• Educate staff with up-to-date information and resources.
• Escalate problems to the manager; provide feedback and insights.
• Mentor specialists and model Johnny's high standards.

Skills

Customer service

Team leadership

Communication

Problem solving

Decision making

Education

High school diploma

Job description

Johnny's Selected Seeds is seeking a Night and Weekend Lead to guide the team during evenings and Saturdays/Sundays, with weekday evenings. This in-house role supports escalation handling, workflow prioritization, and coaching to maintain service levels.

Responsibilities include ensuring accurate customer records, helping with product knowledge, and maintaining strong communications with leadership. This is a full-time, on-site position in Fairfield, ME.