The Customer Service Representative for Greenhouse Megastore responds to inquiries from customers regarding order status, delivery, or product complaints.
Compensation Data: Non-exempt hourly pay starting at $20.00/hr based on experience.
Location: Remote – Must live in the eastern, central or mountain time zone
Travel: Minimal
Internet: Must have a reliable internet connection
Key Areas of Responsibilities:
- Answers inbound phone calls, emails, or website queries from customers, evaluates their needs and determines appropriate actions.
- Investigates customer order status with warehouse, vendor for direct ship orders, or freight carrier for delivery status, and responds to customer accordingly.
- Monitors and coordinates product returns with customer, warehouse and logistics.
- Assesses damage or incomplete shipment claims to apply appropriate credit, return or destroy procedures.
- Processes product returns or write-offs and issues customer refunds or credit memos.
- Take responsibility for and follow through on open customer issues ensuring timely response.
- Documents details of each customer inquiry and their resolution on system platforms.
- Communicates website functional issues to web designer.
- Monitors social media sites for questions or comments, prepares and posts responses.
Key Performance Indicators:
- Has established skills to perform a range of day-to-day activities.
- Understands how the assigned duties relate to others in the team and how the team integrates with others.
- Meets or exceeds average number of days to close standard.
- Acknowledges emails received during regular working hours within 1 hour and provides resolution within 24 hours.
- Number of phone calls taken is relative to overall call activity.
- Collaborates well with other departments to ensure a good customer experience.
What you will need to succeed:
Education & Qualifications:
- High School Diploma with a minimum of 3 years of experience in a customer-facing role required.
Competencies:
- Experience in a business to consumer environment.
- Interpersonal and customer service skills to ensure positive interactions with customers.
- Ability to diagnose problems and select solutions from a range of options.
- Good organizational skills and the ability to multi-task.
- Good listening and communication skills.
- Teamwork skills to collaborate with representatives and coworkers in other departments.
- General computer skills. (Microsoft Excel and Microsoft Word)
Why Join BFG Supply:
- Medical, Dental, Vision and Prescription Drug Insurance Coverage
- HSA or FSA with employer contribution
- Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
- FMLA, AD&D, Voluntary Benefits, EAP, Teladoc
- 401(k) Contribution Matching Program
- Paid Vacation and Holidays
Our Commitment and Difference:
BFG values ongoing improvement and growth, not only for our individual team, but also for our entire organization. We foster a culture that promotes learning, innovation, development, and the relentless pursuit of excellence in all aspects of our business. We are a fast-growing company, integrating the latest systems and technologies to streamline our internal operations and elevate the total customer experience.
Founded in 1972, BFG Supply has a long history of serving the Green Industry including Professional Grower, Independent Lawn & Garden, Controlled Environment Agriculture and Hydroponic industries. As an established industry leader, BFG provides the highest levels of customer service, the broadest product range, and innovative technology solutions. BFG is a true single source supplier for all your Green Industry needs from watering tools and control solutions to multi-acre fully integrated professional greenhouse structures. In a world full of change you can take comfort in knowing that BFG Supply is focused on caring for your business needs. We look forward to providing the best customer service in the industry and supporting the growth of our customers.
Greenhouse Megastore, a wholly owned subsidiary of BFG Supply, Co. is not only a leading online retailer for greenhouses and greenhouse supplies for over 30 years, but also garden supplies of all types, plant pots, polycarbonate panels and other plastic sheets, shade cloth, weed barrier, hydroponic supplies, grow lights and much, much more!
BFG Supply Company is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.
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