Customer Service Representative- Remote & Seasonal (NC Applicants Only) -id-16325

Full job description

CUSTOMER SERVICE REPRESENTATIVE

Location: Remote

Schedule: Full time shifts available 8:45am-5pm Eastern or 11am-7pm Eastern, Saturdays and Sundays 8:45am-5pm Eastern. We are open Monday- Saturday for most of the season, 7 days/ week during our peak weeks from late March-early May. This position will be required to work one weekend day.

WHO WE ARE
At American Meadows (AMC), our purpose is Doing Good Through Gardening. Each day we are fortunate to be able to provide gardeners with the products, knowledge and inspiration to succeed. Customer service is the connection between the company and our customers. We are friendly, passionate, ready to understand our customers' needs and serve them with excellence.
We work with customers to find the right solutions for their yards and gardens, spreading the power of Meadowscaping and driving financial success for the company. We support customers across many steps of their journey with the brand, from purchasing to planting and plant maintenance.

By drawing on the extensive archive of knowledge on our sites and on our personal experience, we earn customer trust and bolster brand authority, creating customers who are highly brand loyal.
We provide key insights for the whole company to better understand our customers' needs, driving improvement in the customer experience.

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OUR CHALLENGE
Gardeners work very hard for results that often do not arrive for months, or even years. We want to inspire and inform customers when they take the opportunity to contact us. We are always looking for ways to offer the right products to customers in the ways they best learn, shop and garden.

WHO YOU ARE & WHAT YOU’D DO
You’ll have the chance to help our gardeners create a greener world and do a little good through gardening! Some days you will speak with gardening professionals and you may learn something new from their experiences. Other times you will have the pleasure of working with a customer who is brand-new to gardening and needs your advice. That is one of the many wonderful parts about this job; it’s having the opportunity to continuously learn more about the gardening world, while being able to pass on your passion and knowledge to others!

It is not necessary for you to be a Master Gardener to join our team, as the gardening world is so vast and there is always more to learn. We have a staff of experts who love sharing their knowledge to help you become a true Garden Guru! However, we do ask that you have a passion to dig in the dirt and are excited to learn more about our products.

While we spend most of our day helping our gardeners create a greener world, you will need to be able to also navigate our websites and internal systems to either assist with placing an order or answer questions about an existing one.

A DAY IN THE LIFE OF:
  • Grab a cup of coffee, water your desk plant, turn on your computer and monitor(s) (provided by American Meadows), clock in and check in with the team on Microsoft Teams (where we do all internal communication).
  • Sign into Acumatica (our internal inventory management tool and customer database) and log into the VoIP phone system or our email program.
  • Begin answering calls or emails to aid customers in placing new orders, checking on existing orders, adding to an order, or troubleshooting on an order they received. In one conversation, you may be referencing information on three different websites, entering customer information into our internal system, looking up inventory and shipping dates of a plant, and reviewing internal communication about any current sales that the customer may be interested in.
  • Your at-home office is private and quiet so that you can take calls in an undisturbed setting, and your screen is not visible to anyone else who may be in your home. You must have secure, high-speed internet to take VoIP calls and team meetings through video conferencing tools.
  • Once you’ve worked for a few weeks, you will participate in a call/email quality review where one of your call recordings or email conversations is randomly selected for a coaching session. We focus on continuous improvement, so you can expect this review will include acknowledgement of what you are doing well and advice on where you can grow. All colleagues continue to receive periodic quality reviews, no matter how long they have worked for American Meadows.

BEFORE YOU APPLY, PLEASE KNOW:

Training & Coaching:
  • All training days are mandatory.
  • Training is Monday-Friday, 10am-4pm EST the first training session begins on February 24th, with additional training in subsequent weeks. Upon hiring, you must commit to your training week. Allowances will be made to changes in training week in extenuating circumstances.
  • After the first week of training, you will be audited by our trainer to make sure you are successful in your new role. There will be follow-up training to cover more in-depth topics once you have a handle on your daily flow. In the meantime, you will continue to work your regular schedule.
  • All calls are recorded for quality assurance and monitored for coaching purposes.
  • Required monthly team meetings from 5pm – 7pm EST on every Third Thursday
  • Schedule: Full time shifts available 8:45am-5pm Eastern or 11am-7pm Eastern, Saturdays and Sundays 8:45am-5pm Eastern. We are open Monday- Saturday for most of the season, 7 days/ week in during our peak weeks from late March-early May. This position will be required to work one weekend day.
  • Overtime is typically available for most of the season. During peak season (late March-early May) staff will be required to work a minimum of 10 hours of overtime per week. All overtime work will be paid according to federal and state labor laws, at 1.5x the regular hourly rate.
  • You and your supervisor will discuss which days/week are available and you can set an on-going schedule for the season.
  • March through May is our blackout period for vacation and no time off during those months will be approved.
  • Computer equipment: The company will provide you with a computer (can be connected to WIFI), monitor(s), a keyboard, mouse, and headset as well as all necessary cables.
  • You will be required to sign an agreement for the care of company equipment and return upon completion of employment. If you experience any computer failure, you’ll need to notify our IT department immediately.
  • Candidates local to our office in Shelburne VT may be required to pick up and return equipment in person.

WHAT WE OFFER:
  • A fun-loving team of plant nerds who are looking to make the world a little better – one wildflower at a time.
  • Discounts on all American Meadows and High Country Gardens products because we want you to dig in and have the opportunity to grow a beautiful garden!
  • AMI "Culturevator" Activities which are mostly done remotely (Bingo, trivia contests, and our ever-popular spirit week) or the occasional in-person activity such as hiking, apple picking or garden tours.
  • Access to Champlain College TruEd.

REMOTE WORK:
  • This role will be entirely remote, including our interactive training (which will be conducted through Microsoft Teams and require on-screen participation.)

TO APPLY:
  • Qualified candidates should submit a resume to our People & Culture team.
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