Job Details

Job Overview:

This position supports the internal Consumer Services team by assisting with the resolution of consumer issues through written correspondence (email, chat, product reviews). Applicants should be adept at multi-tasking and navigating multiple systems to quickly provide accurate resolutions to consumers for a variety of SMG brands and products.

Responsibilities and Duties:

Resolve simple and complex consumer issues related to lawn, home, and garden products across multiple brands.

Engage in professional and effective consumer communication through emails, chat, and product reviews to answer questions, solve problems, and make accurate product recommendations.

Assist consumers in eCommerce transactions, including placing and reviewing orders, processing refunds and cancellations, with a high attention to detail and accuracy.

Utilize provided resources to research consumer inquiries and issues and provide quick and accurate resolutions to drive consumer satisfaction and retention.

Minimum Qualifications:

2+ years of experience in a consumer-facing role using written communication to interact with consumers/end-users, with experience in chat and social media platforms as a plus.

Experience in navigating multiple systems such as CRM and Order Management.

Experience in home & garden, agronomy, and/or direct-to-consumer orders is a plus.

Skills:

Excellent written communication skills; a writing test is required.

Strong technical aptitude for learning new technologies and navigating multiple systems.

Proven ability to multi-task and manage time and tasks effectively without close supervision.

Aptitude for change management and comfort in dealing with ambiguity.