Customer Service Representative (CSR)
Company: Annie’s Annuals & Perennials, located in Richmond, CA, is a nationally recognized, trend-setting plant nursery offering one of the largest selections of rare and unusual annuals and perennials to be found anywhere. Our offerings include exclusive plant introductions, California natives, cottage garden heirlooms, and Mediterranean climate varieties from around the world. The majority of our plants are grown from seed without the use of growth hormones, systemic pesticides, or neonicotinoids. Our on-site R&D facility and 3.5-acre nursery are a botanical and pollinator wonderland! Annie’s focus on plant education makes gardening accessible to everyone – from beginning gardeners to lifelong enthusiasts. Our business is comprised of retail, wholesale, and ecommerce
Position: We are searching for an enthusiastic customer service professional to join our dedicated and friendly E-Commerce team. The ideal candidate will have a background in ecommerce customer service and be dedicated, consistent, and reliable. In this role, you will need to be able to navigate various e-commerce platforms and work closely with the marketing and order fulfillment team to ensure customer satisfaction. The workload can vary greatly depending on the season, so daily duties will shift throughout the year. Gardening experience is preferred, but we will consider candidates with great attitudes and strong backgrounds in customer service and ecommerce.
General Job Responsibilities:
- Day-to-day tasks will involve direct interaction with customers, making this role an excellent learning opportunity, particularly for those interested in gardening and eCommerce.
- Respond to customer inquiries via phone, live chat, and email within 24 hours.
- Manage customer orders transmitted via phone and website with 100% accuracy and completion.
- Collaborate with fulfillment, shipping, marketing, and other departments to enhance order accuracy and customer experience.
- Learn extensive product line quickly to solve product issues, make recommendations to customers and encourage multiple purchases.
- Assist customers with placing orders, tracking shipments, and processing returns with a commitment to customer satisfaction.
- Manage and Track orders through their entire lifecycle using our custom e-commerce platform and various e-commerce tools.
- Handle breakdowns within eCommerce tools and raise issues through the proper channels.
- Problem solve customer issues with creativity and compassion.
- Strive to improve customer service processes and procedures.
Qualifications & Experience Requirements:
- Highly motivated with a passion for customer service.
- Courteous and professional phone etiquette with the ability to spend extended periods of time interfacing with consumers on the phone.
- Excellent written skills including strong grammatical/spelling abilities.
- Ability to multi-task and manage multiple priorities.
- Strong organizational skills with high attention to detail.
- Strong computer navigation skills in a Windows environment. Knowledge: Excel, data entry, customer service, internet searches, sales.
- Tech-savvy with familiarity or a willingness to learn platforms such as ShipStation, Gorgias, etc.
- Prior experience in online customer service or gardening is a plus.
- Ability to learn quickly (hundreds of company products) and think on your feet.
- Ability to troubleshoot and resolve issues with accuracy, efficiency and kindness.
- Ability to work quickly and efficiently, supporting customers who may be frustrated, and escalating when necessary to avoid negative interactions.
Salary: $20-24/hour DOE
Benefits: Medical, Dental, Vision, Profit Sharing Retirement Plan, Employee discount. Opportunity to work close to our “urban oasis” with stunning display gardens, surrounded by 3 acres of growing and blooming plants!
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Ability to Commute:
- Richmond, CA 94801 (Required)
Ability to Relocate:
- Richmond, CA 94801: Relocate before starting work (Required)
Work Location: In person