Job Description

Reporting to our Assistant Customer Support Manager, our customer care team is on the frontlines of the customer experience. You\xe2\x80\x99ll need to be a multi-tasking, customer-advocating, flower lover to thrive in this role. We strive to make every interaction with our customers (and with each other!) as outstanding as the arrangements we deliver daily. We\xe2\x80\x99re seeking passionate, empathetic, and self-motivated customer support professionals to join our remote network of customer experience-focused representatives.
Farmgirl\xe2\x80\x99s Customer Care Representatives are excited to have the opportunity to:

• Answer emails, chats and inbound/outbound calls and solve support requests from customers with a positive, enthusiastic tone and solution-oriented mentality.
• Respond to customer email messages in our ticketing system utilizing company set macros and adding personal touches.
• Work independently and problem-solve with minimal supervision.
• Take personal initiative to achieve goals and objectives.
• Participate in a highly engaged team environment through team meetings, instant messaging, and email.
• Meet all key performance indicator (KPI) goals across quality, phone, chat, and email metrics. (CSAT, AHT, FRT, SLAs)
• Be open to assisting other departments and/or performing other job roles as needed.
• Use the Farmgirl Admin system to do the research and analysis that is needed to solve customer issues by interpreting account and order level details, analyzing user information, checking stock availability, and modifying orders. Systems inquiries include but are not limited to: user accounts, discount codes, refund information, shipping information, product inquiry, order services, product search, order modification, customer maintenance, and payment research.
• Resolve all internal and external customer issues in compliance with Farmgirl Flowers procedures for routine questions. Input data and document all interactions carefully. Identify and respond to various customer complaints or concerns using all available resources that promote positive customer experiences. Put the customer above all and resolve customer concerns using available resources that support first-contact resolution.
• Identify and adapt to customer personality styles and offer personalized communication that makes the customer feel valued, heard, and understood.
• Utilize active listening skills to fully understand customer needs by paraphrasing, addressing the immediate concern, and educating on self-help resources available to the customer.
• Meet and exceed individual agent ticket-solve goals.
• Give and receive open and honest feedback on a day-to-day basis.
• Collaborate and help close the customer feedback loop by reporting/synthesizing feedback to our product, operations, and production teams.
• Did we mention being a solution-oriented, customer-passionate person yet?

Farmgirl is excited about you because you have:

• Exceptionally strong written and verbal communication skills.
• Strong typing skills and the ability to visually verify the accuracy of all input data.
• Previous roles in customer service with a focus on positive customer experience outcomes.
• Ability to multitask and switch between multiple browsers and native applications while talking on the phone and answering email questions.
• Previous experience with Windows and/or Mac operating systems, and cloud-based document collaboration (Google Drive, Google Docs, etc).
• 1-2 years previous experience responding to customer messages in a ticketing system like Gladly, Zendesk, Salesforce, etc.
• Strong detail-oriented, prioritization, and follow-through skills.
• A desire to make connections, build customer loyalty, and drive satisfaction.
• Previous experience working in team environments and collaborating with others through instant messaging apps such as Slack or MS Teams.
  

A few things we require for this role:

• High-speed internet connection. To ensure the best call quality, wireless connections, broadband, or dial-up are not permitted. You\xe2\x80\x99ll need to be able to access your router for a hardwired connection.
• A quiet workspace that\xe2\x80\x99s free of background noise. (We love fur babies and family too and for the best customer experience we ask for noise-free settings for work-from-home positions).

Time & Scheduling

• Adhere to a shift schedule and be available for a minimum of five eight-hour days, 40 hours per week. Flexibility in scheduling to meet business needs (Hours of operation 7 AM - 4 PM PST).
• Be available for both weekday and weekend days, and any required overtime during our peak holiday seasons (Valentine\xe2\x80\x99s Day, Mother\xe2\x80\x99s Day, Thanksgiving, and Christmas).

You\'ll love working at Farmgirl because

• We are a successful and financially healthy company.
• We create products that bring joy to thousands of people\'s lives each day, which is really special! How many companies get to do that?
• We lead the industry for product quality and customer service
• We get to build an amazing company and team built on respect and empowering and supporting one another
• We\xe2\x80\x99re scrappy and get to see the fruits of our labor in real-time each and every day
• We believe in autonomy and reward taking initiative
• As a 100% e-commerce business, we are technologically focused and data-driven
• We get to be creative every day and build a great company, without red tape or bureaucracy
• We have an amazing team and company culture that you\'ll love being a part of
• We have an impressively smart and dedicated team who are focused on developing all team members in the organization. Our team really is special!

The base salary range for this (fully remote) role is $18-20 per hour.