Customer Support Night and Weekend Lead

Customer Support Night and Weekend Lead Onsite - Fairfield, Maine Position Summary

The Night & Weekend Lead serves as the primary operational resource during evening and weekend hours. This role supports team members, assists with customer escalations, helps manage workflow priorities, and serves as a point of contact when leadership is unavailable. The Night & Weekend Lead provides guidance and support to teammates while helping ensure customer needs, service levels, and business priorities are met.

This is an in-house position.

This is a full-time position working evenings and weekends during the months of January through May.

Night & Weekend Lead hours are Saturday & Sundays, 8 AM – 5 PM, and three weekdays TBD, 4:00 PM – 8:00 PM

• The first point of contact and resource for team members during extended peak hours.
• During Peak, rotate with other Pod Leads for weekend and evening coverage.
• Assist the team members when responding to inquiries and escalated complaints, ensuring customers receive professional and efficient customer service.
• Ensure the team is creating and maintaining accurate records of customer interactions, and other relevant data.
• Stay current on Johnny's product lines, Johnny's internal policies and procedures.
• Oversee sales order channels and workflows to ensure service and sales volumes are moving forward through the proper processes and systems.
• Oversee omni-channel communications, make adjustments to the staffing levels to maximize all SLA commitments.
• Work with the management team to create and deliver KPI's that result in positive change and business efficiencies.
• Assist in educational information updates staff, ensuring they have the most current resources and information to service our customers.
• Communicate problems to the manager as well as any positive or negative feedback.
• Other tasks and responsibilities as needed or assigned.
• Function as a positive mentor for specialists.

• High school diploma or GED required

• 2 years of experience in a Contact Center or Customer Service environment.
• Demonstrated strong customer service skills.
• Strong working knowledge of Customer Support processes and systems.
• Ability to work independently and make sound decisions.
• Effective communication and problem-solving skills.
• Ability to remain calm and professional during escalated situations.
• Demonstrated reliability and accountability.
• Positive attitude and willingness to support team members.
• Ability to motivate and lead by example to inspire the team to uphold Johnny's high standards.
• Ability to deal with ambiguity and multiple direction changes.
• Abiltiy to work with different personal styles and approaches.
• Dependable, punctuality and readiness to work.

• Ability to read and write accurately to complete all documentation.
• Ability to work varied hours/days as business dictates.

• Ability to sit in front of a computer up to 80% of the day.

• Health Insurance (HNO, PPO, HSA)
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (Medical & Dependent Care)
• Employee Stock Ownership Plan & Profit Sharing
• 401(k)
• Employee Discount
• Maternity/Paternity/Adoption & Foster Care leave
• Company Paid Life insurance
• Voluntary Life Insurance
• Voluntary Pet Insurance
• Company Paid Short & Long-Term Disability Insurance
• Paid Time Off
• Educational Assistance

Johnny's Selected Seeds was established in 1973 by our Founder, Rob Johnston, Jr. Today we are 100% Employee Owned. Johnny's mission is Helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service.

Johnny's is renowned for our exceptional customer service offering seeds, tools, supplies and information to direct-market growers and avid home gardeners. We source, breed, trial, and sell outstanding selected varieties of vegetables, cut flowers, herbs, and farm seed, as well as thoughtfully designed tools and equipment. We take pride in the wealth of information and depth of experience we offer our customer base, nationwide and globally.

We are a strong, stable company focused on growth while still maintaining our small company feel and staying true to our roots. Beautiful Central Maine, where our research farm, warehouse, and offices are located, is the perfect launching point for an active, four-season lifestyle. Geographically situated halfway between Maine's mountains and its 4500-mile-long coastline, we are a short drive away from resorts, parks, and harbors renowned for a rich…