Customer Support Specialist

Mahoney's Garden Center•Winchester, MA

7d•$18 - $23•Hybrid

About The Position

Mahoney's is a family-owned and operated independent garden center with 7 retail locations in the Greater Boston Area and Cape Cod. For over 60 years, we have taken pride in offering the highest selection of quality plants, yard products, and gardening accessories - with outstanding customer service to match! We employ customer-driven people that are dedicated to creating a refreshing and helpful shopping experience. For our employees, we offer a fun, fast-paced, and challenging workplace with the opportunity for growth. We are committed to maintaining a work environment that encourages trust, hard work, efficiency, self-motivation, initiative, continuous improvement, and teamwork. We provide an opportunity for personal and professional growth and a great employee discount, as well!

Requirements

Strong written and verbal communication skills
Customer Focus
Plant knowledge
Ability to handle multiple customer inquiries and computer screens simultaneously.
Strong telephone skills
Attention to detail.
Ability to work independently.
Strong time management skills
Ability to maintain a productive working relationship with colleagues inside and outside the organization.
Strong work ethic
2+ years' experience working in a customer service or customer facing role including call centers, information/kiosk desk or retail role required.
Basic plant care knowledge required.

Nice To Haves

Previous experience utilizing POS or inventory management software preferred.
Working knowledge of Microsoft office including Excel and Word.

Responsibilities

Act as the initial point of contact to answer and direct customer inquiries across all communication channels including phone, email, social media, and the e-commerce platform.
Ensure that all customer inquiries are answered in a timely, efficient, and professional manner.
Make educated decisions to handle customer issues personally or transfer and direct escalated inquiries to the appropriate channels and individuals.
Answer customer inquiries across all channels including phone, email, social media, and the e-commerce platform in a timely and effective manner.
Utilize company resources to accurately answer customer inquiries related to product availability, product care, order status and company policies in a timely and accurate manner.
Effectively and efficiently transfer and direct calls to Store Level Management and Company Subject Matter Experts for advanced inquiries as needed.
Provide Customers with additional company information including current promotions, mark downs, new product arrivals as well as changes to operating hours, pickup locations and return policies.
Support the continual improvement of the Customer Service Support team through the continual tracking and collection of customer inquiry data related to channel volume and FAQs and communication with the Customer Relationship manager about development of systems that will improve the customer experience.
Provide informed recommendations on the customer service process, call scripts and the call center experience to the Customer Service Manager in a timely and accurate manner.
Ensure all inquiries are answered in a professional manner in accordance with approved department scripts.
Customer focused shifts on the sales floor, ensuring all customers are greeted and helped.
Knowledge of all areas of Mahoney's Garden Center Winchester location. Customer Support Specialist should feel comfortable helping guests in every department.
Work with the Customer Relationship Manager to build and develop horticultural resource library to help guests be successful with their purchases.