Consumer Services Coordinator (Tier 2)

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. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

We are seeking a dedicated and customer-focused Consumer Services Coordinator to join our team. In this role, you will assist both our consumers and our frontline Tier 1 agents, 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 interactions efficiently, track issues, and provide a seamless service experience for both our consumers and our internal agents.
This position is fully remote.

In this role you will:
-Assist consumers via phone, chat, and email, ensuring a prompt and professional experience.
-Answer questions and provide expert advice on lawn and garden products, maintenance, and care solutions to both external consumers and internal Tier 1 agents.
-Troubleshoot product issues and provide step-by-step guidance for both consumers and agents.
-Provide Tier 1 agents with guidance on resolving consumer issues, supporting both the consumer and the agent within established guidelines.
-Resolve customer complaints efficiently, taking over escalated or complex issues from Tier 1 agents 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 levels and roles within CS, as well as other departments across the business to ensure seamless customer experience.
-Stay updated on company policies, promotions, and product offerings.
-Follow company guidelines and compliance regulations while handling customer data.

Ideal Candidates Will Have:
-Experience: 3+ years in customer service, preferably in a call center environment, with experience as a mentor, peer coach, or leader.
-Leadership: Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions.
-Technical Skills: Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers. Experience with adeptly navigating knowledgebase systems. Familiarity with Salesforce (or similar CRM system) preferred.
-Industry Knowledge: Interest in or experience with lawn and garden care is a plus.
-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.

Some other 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