Title: Tier 2 Customer Service Specialist

Classification: Nonexempt

Benchmark: Customer Service, Individual Contributor 1 

Department: Customer Service

Reports to: Head of Customer Service

Direct Reports: N/A

Type: Remote

Number of Hours: FT, 38.5 hrs./week through September 2024

Total Hires: 2

Pay: $20 - $25/hr, DOE

Objective:

We want all of our customers to have a consistent, high quality, and personalized service experience. The Tier 2 support role helps the organization achieve that level of service by providing an additional level of support to Sunday Customer Service agents, providing resources to and answering knowledge gap questions behind the scenes as agents are actively working tickets, and taking over challenging conversations when appropriate. 

Responsibilities:

• Ensure live transfers between Internal support teams run smoothly.
• Respond to and coach agents on proper resolution of customer inquiries.
• Respond to negative customer feedback and ensure customers leave interactions feeling positively about their experience with the brand and ultimately driving return purchases.

• Provide a high level of customer satisfaction by focusing on timely resolution of issues, and other KPIs (key performance indicators) that prioritize the customer experience.
• Learn the Sunday product, including lawn and turf science in order to speak at a high level to our customers about not only our products but the science behind them. 
• Answer questions pertaining to lawn care plans, services, products, and lawn care advice to resolve any customer concerns. 
• Answer phone calls, respond to emails, and respond to texts in order to resolve customer issues in a timely fashion.
• Provide 5-star services to our customers to grow customer satisfaction and ultimately drive return purchases for Sunday.
• Effectively communicate work status and customer issues to teammates and managers by sharing best practices, identifying issues and resolutions, and appropriately elevating any concerns.
• Commits to and completes tasks within expected time frame.
• Contributes to a positive team dynamic including achievement of key performance indicators.
• Consistently communicate opportunities to improve how we provide service to our customers.

Functional Competencies:

• Technical Chops: You are able to navigate the Google Suite daily for completion of your work as well as have a deep understanding of our customer service tools & systems.
• Problem Solving: You are an analytical thinker, able to diagnose and solve intricate problems. You have the ability to assist other agents in identifying root causes of issues and implement effective solutions.
• Customer Service: you have a strong understanding of Customer Service best practices and act as a role model to other agents in how to interact with Sunday’s customers. 
• Feedback Management: You are capable of providing feedback to Customer Service agents based on recurring issues to improve first-level support.
• Strong verbal and written English communication skills.
• High School Diploma, GED, or equivalent certification

CORE Competencies:

• Scope & Autonomy
• Communication & Collaboration
• Problem Solving & Evaluating Alternatives
• Prioritization
• Expertise
• Feedback & Resilience

As a company rooted in nature, we deeply understand the benefits of diversity. We work to build a culture that attracts a diverse mix of talented people to help us bring lawn care out of the dark ages. We are committed to building a diverse, vibrant team that brings determination and passion to our work everyday.