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 serviceJohnny'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 SpecialistOnsite - Fairfield MEPosition SummaryThe 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.ResponsibilitiesBuild sustainable relationships and trust with customers through interactive communicationProvide accurate and complete information by learning and using the right methods/tools, policies and proceduresResolve product or service problems by clarifying the customer's complaint, determining the root cause and finding and explaining the best solution to solve the problemAssist in handling customer service functions; tracking shipped packages, handling mis-shipments, processing product cancellation, handling issue resolutions and RMA processingAssist in the training and coaching processes by providing support to junior colleaguesDuring high call volume traffic, provide back-up for handling inbound callsTakes initiative to obtain and consistently upgrade product knowledge by participating in training opportunitiesBuilds 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 experienceIdentifies and communicates product, marketing, and customer experience feedback to internal departmentsAdditional responsibilities and tasks as requiredEducationHigh school diploma or equivalent; college degree preferredQualifications & SkillsA general knowledge or interest in agricultural/horticultural practices and techniques2 years prior customer service experience preferredProficiency with technology, including Microsoft Office and Outlook; experience with Google apps and customer relationship management softwareAnalytical and creative problem solverAbility to learn new processes and software systems quickly and efficientlyAbility to prioritize, self-manage, multi-task and seek help when necessaryExcellent written and oral communication skills with an ability to deliver the intended message in a friendly and professional wayStrong work ethicAbility to build consensus to achieve departmental and company goals and function as part of a teamHigh attention to detailAbility to adapt to changing work situationsAn expert in finding the right solutions for each individual customers needsPhysical RequirementsAbility to work varied hours/days as business dictatesAbility to sit at a computer for at least 80% of the workdayAbility to bend, pull, and lift up to 20 poundsBenefitsHealth Insurance (HMO, PPO, HSA)Dental InsuranceVision InsuranceFlexible Spending Account (Medical & Dependent Care)Employee Stock Ownership Plan & Profit Sharing401(k)Employee DiscountMaternity/Paternity/Adoption & Foster Care LeaveCompany Paid Life InsuranceVoluntary Life InsuranceVoluntary Pet InsuranceCompany Paid Short- & Long-Term Disability InsurancePaid Time OffEducational AssistanceJohnny'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.