Consumer Services Representative (Tier 1)

The Scotts Company • Marysville, OH

276d • $15 - $18 • Remote

About The Position

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. We are seeking a dedicated and customer-focused Consumer Service Representative to join our team. In this role, you will be the first point of contact for customers, 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 customer interactions efficiently, track issues, and provide a seamless service experience. This position is fully remote.

Requirements

• Experience: 1+ years in customer service, preferably in a call center environment.
• Technical Skills: Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers. Familiarity with Salesforce (or similar CRM system) preferred.
• 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.

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.

Responsibilities

• Primary take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• On occasion, may assist consumers via chat and email, ensuring a prompt and professional experience.
• Provide expert advice on lawn and garden products, maintenance, and care solutions.
• Troubleshoot product issues and provide step-by-step guidance for customers.
• Resolve customer complaints efficiently, escalating complex issues 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 departments to ensure seamless customer experience.
• Stay updated on company policies, promotions, and product offerings.
• Follow company guidelines and compliance regulations while handling customer data.

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.
• Up to $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.

What This Job Offers

• Career Level: Entry Level
• Industry: Administrative and Support Services