Customer Care Specialist

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.

If you are passionate about good, healthy food and would choose to work for a company with fellow co-owners who are passionate about our mission and values, Johnny's may be the place for you!

Customer Care Specialist

Onsite - Fairfield ME

Position Summary

The Customer Care Specialist is focused on providing professional, quality and "best in class" service for existing and prospective new customers. The role requires an individual who is self-motivated and has excellent communication skills for handling customer service through multiple communication channels, email, phone and live chat. The ideal candidate would require the aptitude for finding the right solutions to customer's needs and the desire to go the extra mile on behalf of the customer.

This position is full-time and will be based in Fairfield, Maine.

Responsibilities

• Build sustainable relationships and trust with customers through interactive communication
• Provide accurate and complete information by learning and using the right methods/tools, policies and procedures
• Resolve product or service problems by clarifying the customer's complaint, determining the root cause and finding and explaining the best solution to solve the problem
• Assist in handling customer service functions; tracking shipped packages, handling mis-shipments, processing product cancellation, handling issue resolutions and RMA processing
• Assist in the training and coaching processes by providing support to junior colleagues
• During high call volume traffic, provide back-up for handling inbound calls
• Takes initiative to obtain and consistently upgrade product knowledge by participating in training opportunities
• Builds relationships and works closely with co-workers, and management at all levels of the organization to leverage the knowledge and the experiences of the JSS staff to support the customer experience
• Identifies and communicates product, marketing, and customer experience feedback to internal departments
• Additional responsibilities and tasks as required
  
  

Education

• High school diploma or equivalent; college degree preferred
  
  

Qualifications & Skills

• A general knowledge or interest in agricultural/horticultural practices and techniques
• 2 years prior customer service experience preferred
• Proficiency with technology, including Microsoft Office and Outlook; experience with Google apps and customer relationship management software
• Analytical and creative problem solver
• Ability to learn new processes and software systems quickly and efficiently
• Ability to prioritize, self-manage, multi-task and seek help when necessary
• Excellent written and oral communication skills with an ability to deliver the intended message in a friendly and professional way
• Strong work ethic
• Ability to build consensus to achieve departmental and company goals and function as part of a team
• High attention to detail
• Ability to adapt to changing work situations
• An expert in finding the right solutions for each individual customers needs
  
  

Physical Requirements

• Ability to work varied hours/days as business dictates
• Ability to sit at a computer for at least 80% of the workday
• Ability to bend, pull, and lift up to 20 pounds
  
  

Benefits

• Health Insurance (HMO, PPO, HSA)
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (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 is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.