Customer Care Specialist

Johnny's Selected Seeds•Fairfield, ME

4d•Onsite

About The Position

The Customer Care Specialist is focused on providing professional, quality and "best in class" service for existing and prospective new customers. The role requires an individual who is self-motivated and has excellent communication skills for handling customer service through multiple communication channels, email, phone and live chat. The ideal candidate would require the aptitude for finding the right solutions to customer's needs and the desire to go the extra mile on behalf of the customer. This position is full-time and will be based in Fairfield, Maine.

Requirements

A general knowledge or interest in agricultural/horticultural practices and techniques
2 years prior customer service experience preferred
Proficiency with technology, including Microsoft Office and Outlook; experience with Google apps and customer relationship management software
Analytical and creative problem solver
Ability to learn new processes and software systems quickly and efficiently
Ability to prioritize, self-manage, multi-task and seek help when necessary
Excellent written and oral communication skills with an ability to deliver the intended message in a friendly and professional way
Strong work ethic
Ability to build consensus to achieve departmental and company goals and function as part of a team
High attention to detail
Ability to adapt to changing work situations
An expert in finding the right solutions for each individual customers needs
Ability to work varied hours/days as business dictates
Ability to sit at a computer for at least 80% of the workday
Ability to bend, pull, and lift up to 20 pounds

Nice To Haves

High school diploma or equivalent; college degree preferred
2 years prior customer service experience preferred

Responsibilities

Build sustainable relationships and trust with customers through interactive communication
Provide accurate and complete information by learning and using the right methods/tools, policies and procedures
Resolve product or service problems by clarifying the customer's complaint, determining the root cause and finding and explaining the best solution to solve the problem
Assist in handling customer service functions; tracking shipped packages, handling mis-shipments, processing product cancellation, handling issue resolutions and RMA processing
Assist in the training and coaching processes by providing support to junior colleagues
During high call volume traffic, provide back-up for handling inbound calls
Takes initiative to obtain and consistently upgrade product knowledge by participating in training opportunities
Builds relationships and works closely with co-workers, and management at all levels of the organization to leverage the knowledge and the experiences of the JSS staff to support the customer experience
Identifies and communicates product, marketing, and customer experience feedback to internal departments
Additional responsibilities and tasks as required