Consumer Services Specialist in Marysville, OH at ScottsMiracle-Gro

Date Posted: 11/19/2020

Job Snapshot

Job Description

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.  Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders. ​

Note: This role has a start date of December 31st.

Job Overview: 

This position is our primary contact with consumers and is key to building relationships through the timely resolution of issues through a variety of channels including phone, email, chat, eCommerce and responding to Social Media posts. The position requires the use of excellent decision-making skills and innovative issue resolution in responding to consumer concerns while adhering to company and departmental guidelines.  This position is responsible for resolving high-level consumer issues in a fast-paced environment.  This individual is responsible for advising and assisting first level representatives on escalated or complex consumer issues. This position represents Consumer Service as a liaison to internal partners representing the voice of our consumers.  In addition, this position will be accountable for completing a variety of projects, as necessary.

 

Responsibilities and Duties:

  • Resolves complex consumer issues and advises first level representatives on high-level issues involving agronomics, products and procedures  

  • Responsible for the negotiation, timely follow up, quality assurance and personal attention to all concerns brought to their attention so as to ensure consumer satisfaction  

  • Has responsibility for prompt and accurate interactions through all SMG  public-facing properties and channels 

  • Must possess the ability to quickly assess situations and take appropriate action according to brand and company guidelines

  • Professionally represents the consumer services team with brand partners to drive change through the voice of our consumers

  • Accurately documents and reports on consumer interactions

  • Engage in consumer communication through live chat or email to answer questions, solve problems, and troubleshoot

  • Assist consumers in eCommerce transactions and processing payments

  • Respond to Social Media posts

 

Minimum Qualifications:

  • Bachelor's Degree preferred

  • Experience supporting consumers in a contact center environment a plus

  • Experience with utilizing multiple tools and emerging technology

  • Flexibility to work weekends and alternate hours as required

  • Some travel required

Experience:

  • Google Suite experience preferred

  • Extensive chat and email communication experience preferred

  • eCommerce experience 

  • Superior analytical and troubleshooting skills

  • Strong technical aptitude for new technologies

  • Ability to work cross-functionally within the organization as well as with consumers

  • Professional presence; ability to communicate effectively via phone & email

  • Ability to work weekends and alternate hours as required

  • The ability to multi-task and good organizational skills suited for dealing with a number of cross-functional areas

  • Strong verbal and written communication skills

  • Self-motivated to meet & exceed individual and department expectations

  • Demonstrated success in a frequently changing work environment

  • Excellent project and time management skills with the ability to multi-task and prioritize workload

What we do for you (just to list a few cool ones):

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.
  • Onsite wellness center which includes: 24,000 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.
  • Nutrition reimbursement program (up to $200 per associate and per spouse)
  • Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!
  • First day of hire, 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).
  • Our commitment to diversity and inclusion includes employee resource groups: Scotts Women’s Network, Scotts Black Employee Network, Scotts Veterans Network and GroPride Network, Scotts Young Professionals.
  • 12 SMG paid holiday days and generous vacation policy.

Our commitment to LiveTotal Health puts the wellness and safety of our associates and their families as the top priority.  Throughout the COVID-19 pandemic, ensuring associate safety has been a primary focus for all of us at Scotts.  During this year’s flu season and the continuing pandemic, we remain committed to doing everything we can to keep our associates healthy and safe.   As such, we are requiring our US associates to get a flu vaccine. This safety measure will help protect our associates, our families and our communities.  We recognize a medical or personal circumstance may prevent you from meeting this requirement and we have a process to address those concerns. 

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.