We are looking for a customer service associate to join us during our busy season! The Customer Service Associate will act as a liaison; answering phone calls, taking customer orders over the phone, entering in handwritten orders, providing product information and resolving any emerging problems that our customers might face with accuracy and efficiency. You will answer emails, phone calls and website inquiries and work to support the Customer Service Manager.

Who we are: Pinetree Garden Seeds is a family owned seed company with a mission to help home gardeners have their best season yet and for years to come. We are located in Maine and have been in business for 42 years. We strive to make sure our customers know they’re talking to real people who want to set them up for success in whatever stage of gardening they’re in; novice and expert alike.

Who you are: You are genuinely excited to help customers. You're patient and empathetic. Problem-solving comes naturally to you and you're confident at troubleshooting and willing to investigate if you don’t have enough information to resolve customer complaints. Our resident staff is well-versed in gardening knowledge and on-call to answer the harder questions so the Customer Service associate can relay the resolution to the customer. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls
• Input orders, manage customer profiles on Shopify
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and update seed problems/issues on Google Keep
• Follow communication procedures, guidelines and policies
• Exercise patience with customers - many order at their own pace, most are happy to chat

Skills

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to a variety of characters
• Excellent communication skills
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with Shopify, Aircall and Google Keep a plus
• Excellent communication skills
• Flexibility and comfort working autonomously

Other Considerations

• 30-40 hours/week with primary weekday shifts being 8-4 M-F. Some schedule flexibility will be required.
• Work is not remote

Job Type: Full-time

Pay: $16.00 - $16.50 per hour

Benefits:

• 401(k) matching
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off

Experience level:

• 2 years

Shift:

• Day shift
• No nights

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Work Location: One location

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