Consumer Services Specialist
Scotts Miracle-Gro

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. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

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

The starting budgeted pay range for this role will generally fall between $51,000.00 - $60,000.00 per year. Scotts will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.

Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel...

• Our Live Total Health program provides you with options to align to your personal needs. Selections range from medical, dental and visioncoverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%)as well as a 15% discount on company stock and much more
  
• We know ourtalent is our most precious asset and your unique development contributes to our organization's success now and in the future. Career growth at our company is not always a ladder. It's much more like a rock climbing adventure. Grow through exploration and experiences rather than a predictable linear path.
  
• We value the importance of family. We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.
  
• Be part of something bigger by joining one of our Employee Resource Groups focusing on diversity and inclusion, family, education and sustainability: Scotts Women's Network, Scotts Black Employees' Network, Scotts Veterans Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener Earth (SAGE), Scotts Family TREE and our Associate Boards.
  
• Join a company with a strong belief in giving back to the communities where we live and work. We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team.
  

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

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.

This job has expired.