Contingent Customer Service Rep

Consumer Service Coordinator

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 Coordinator 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.

In this role you will :

• 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.

Ideal candidates will have :

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