Customer Service Representative Jobs

ABOUT THE COMPANY

At Epic Gardening, we’re on a mission to teach the world to grow. Founded in 2013, Epic has become the most followed gardening brand and is the leading creator-led, content-to-commerce business in gardening. Millions of enthusiastic gardeners come to Epic for entertaining and informative growing content across video, blogs, podcasts, social platforms, and books. Through our online store, we offer highly curated, best-in-class gardening products designed to perform well for the gardener and stand the test of time. In December 2021, Epic closed a round of financing from The Chernin Group (TCG). In November 2022, Epic Gardening completed the acquisition of Botanical Interests, a vegetable, herb, and flower packet seed company founded in 1995 and based in Broomfield, CO. The acquisition dramatically expands Epic's product offering and go-to-market channels with the addition of 800+ SKUs and a nationwide wholesale distribution channel.

ABOUT THE ROLE

This Customer Service Representative is responsible for engaging with customers on behalf of Epic Gardening. Their duties include answering phone calls, customer service tickets, and emails from customers to answer questions and provide thoughtful helpful solutions. CS reps will maintain expert knowledge about Epic Gardening products and services to best help customers.

EG CX PHILOSOPHY

At Epic Gardening, we're obsessed with our customer's experience. From learning from us through our content to using our products in their garden, we're all about creating experiences that make our customers feel special. We put ourselves in our customer's shoes and look for ways to make their experience even better, every single day.

A DAY IN THE LIFE

• Reply to Loox / FB ads and posts
• Answer customer service tickets, phone calls, emails, and live chat
• Deep knowledge of our products
• Field numerous inquiries and send them to the appropriate person or send a response and solve.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Available 5 days a week including weekends
• Read product information and share input from a customer service view for e-commerce.
• Take orders from customers over the phone, edit orders, create invoices, cancel orders, refund orders, and apply discounts.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Other duties as assigned
• Answer consumer questions from customer service phone calls/emails in a timely manner according to SLAs.
• Identify negative trends from customers
• Ensure customer satisfaction and provide professional customer support.
• Customer retention through solutions to their problems. Parts, expedited shipping, discounts, and discount codes for future use.
• Collect military IDs and issue discount codes.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.

WHAT YOU BRING

• Team values
• An ability to work and learn independently and also collaboratively on complementary teams
• An ability to thrive in a dynamic, fast-paced, environment
• Communication skills
• Problem-solving & collaboration
• Knowledge of gardening is a plus
• Proven customer service skills
• Deep attention to detail and dedication to accuracy and precision

To begin, this Customer Service Representative will work at our Broomfield Botanical Interests office. July 2023 forward, the position becomes 80% in-office with 20% remote for required work on weekends and some holidays.

COMPENSATION

This is a full-time, hourly position. Qualified applicants can expect a hourly rate beginning at $20 or more depending on experience and qualifications.

WORKING AT EPIC

Epic is committed to providing our team with a competitive benefits package. We offer competitive and fair compensation, retirement plans with match, comprehensive health, dental, and vision plans, twelve weeks of paid parental leave, Health Care and Dependent Care FSAs, and more.

EEO STATEMENT

Epic Gardening is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of teaching the world to grow, we are building an environment where every employee can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.