Coordinator, Consumer Services; T2

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.

The hourly rate pay for this position at Scotts will generally fall between $17.10 - 20.10 per hour and is paid weekly. Scotts will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.

We are seeking a dedicated and customer-focused Consumer Services Coordinator to join our team.

• Assist consumers via phone, chat, and email, ensuring a prompt and professional experience.
• Answer questions and provide expert advice on lawn and garden products, maintenance, and care solutions to both external consumers and internal Tier 1 agents.
• Troubleshoot product issues and provide step-by-step guidance for both consumers and agents.
• Provide Tier 1 agents with guidance on resolving consumer issues, supporting both the consumer and the agent within established guidelines.
• Resolve customer complaints efficiently, taking over escalated or complex issues from Tier 1 agents 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 levels and roles within CS, as well as other departments across the business to ensure seamless customer experience.
• Stay updated on company policies, promotions, and product offerings.
• Follow company guidelines and compliance regulations while handling customer data.

• Experience:
  
  3+ years in customer service, preferably in a call center environment, with experience as a mentor, peer coach, or leader.
• Leadership:
  Demonstrated skill in coaching and assisting others; providing feedback and helping others problem solve and find resolutions.
• Technical
  
  Skills:
  
  Proven ability to comfortably navigate multiple systems simultaneously while also interacting with consumers. Experience with adeptly navigating knowledgebase systems. Familiarity with Salesforce (or similar CRM system) preferred.
• Industry Knowledge:
  Interest in or experience with lawn and garden care is a plus.
• Communication:
  Strong verbal and written communication skills.
• Problem-Solving:
  Ability to troubleshoot issues and provide effective solutions.
• Customer Focus:
  Passion for delivering excellent customer experiences.
• Organization:
  Strong attention to detail and organizational skills.
• Flexibility:
  Willingness to work flexible schedules, including evenings, weekends, and holidays.
• Some other nice to haves:
  Personal or professional knowledge of or interest in lawns and gardens Proven success in a work-from-home environment Knowledge of Google Suite applications a plus

• Medical, dental, vision, life insurance, holidays, vacation and sick time benefits available within a month of your start date
• Healthcare navigation, advocacy and support
• 401(k) company match up to 7.5% with immediate participation and vesting
• Ability to purchase company stock at a 15% discounted price from market value
• $600 annual wellness reimbursement program
• $30,000 to help cover the cost of fertility treatments, adoption or surrogacy
• Up to 18 weeks of time away to support your growing family

Eligibility for the above benefits may vary based on full-time/part-time status or additional factors.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace. EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity.