Job description

One of Carleton, Michigan’s best-kept secrets, Four Star Greenhouse Inc. is the co-founder and largest provider of Proven Winners® plants in the U.S. Over the past 8 years, we’ve built an eCommerce department, doing business online as Proven Winners Direct, and business is growing … that’s where you come in.

A Proven Winners Direct Customer Relationship Representative is one of the most important roles in our department’s success. They are the voice of our brand and represent the entire company through communications with customers over the phone and via email.

As Customer Relationship Representative, a typical day might include any of the following:
• Help customers pick out plants for their gardens over the phone
• Order replacement plants for customers that have an issue with their shipment
• Respond to customer reviews to sustain trust in our brand
• Answer general customer questions on our product pages
• Experience with the #1 software for CRM and Statistical data reporting: Salesforce.

We want to hear from you if you are …
• Optimistic. Your positive and grateful attitude leaves customers better than you found them.
• Empathetic. You genuinely care about each customer and their experience with our brand.
• Responsible. You take ownership of your position and strive to improve every day.
• Creative. You love to brainstorm, collaborate, and create.

We want to hear from you if you like …
• Solving problems. Figuring things out is a challenge you accept with gusto.
• Learning new things. There is a lot to learn about gardening and eCommerce and we need you to dig in (pun intended) right away.
• Varying work. You don’t mind rolling with the punches based on the needs of the day.
• Great coworkers. Work with professional people in a casual office setting.

Please visit our website at https://pwfourstar.com/resources/employment-opportunities for more details.

This is a seasonal position. The time frame for employment will be 6 months from date of hire.

We are currently hiring for two different schedules.

1. Part time seasonal: Friday through Tuesday, 9:30am to 2:00pm (flexible).

2. Full time seasonal: Monday through Friday, 8:00am to 4:30pm.

Position starts at $16.50 per hour for the entry level candidate and may be increased based on skill and experience.

PROGRESSION OF SUPERVISORS: Customer Relationship Team Lead, Ecommerce Manager, Director of Marketing and Ecommerce, CEO, Vice President, President

JOB SUMMARY: Provide outstanding customer service to all Ecommerce customers via phone, email & chat. Support Four Star Greenhouse’s Mission Statement in all job-related functions.

ESSENTIAL FUNCTIONS:

1. Develop and maintain good customer relations by acting as their resource, champion, problem solver, and in-house advocate. Answer phone calls, online questions, chats and close cases. Track and document customer interactions from first contact to post sales feedback through Salesforce with detailed cases to create actionable reports for management.

2. Diligently watch for patterns of misunderstanding/deficient information through incoming cases and alert your supervisor and manager.

3. Order replacement plants for customers.

4. Actively participate in all meetings. Share your successes and challenges. Ask questions and provide suggestions for improvement.

5. Exceed service level expectations with all internal and external customers.

6. Other duties as assigned.

FOUR STAR VALUES:

Row Together

o Serve each other with dignity and professionalism, so everyone feels included, valued, and supported in an environment of mutual trust and respect.

o Build trust and loyalty through responsible actions and honest relationships with a strong commitment to teamwork and collaboration.

o Create and maintain an environment in which we all are empowered and enabled to achieve our high standards and expectations while having fun.

o Set aside egos and personal goals for the good of the team.

o Communicate with each other in the most personable and inclusive way possible.

Do The Right Thing

o Make ethical, transparent, and well-intentioned decisions, even when no one is watching or the consequences are costly, focusing on what’s best for our company, customers, and each other.

o Fulfill the needs of current generations without compromising the needs of future generations through sustainable actions and processes.

o Be fair, sincere, open, and tactfully honest.

o Make decisions that drive value so we will continue to financially thrive together.

Look Around Corners

o Take calculated risks, simplify processes, embrace, and approach new ideas with the question, “how can we?”.

o Work smarter not harder, constantly seeking improvements that keep Four Star at the forefront of the industry.

o Welcome change and adapt to achieve long term sustained success.

Embrace Challenges

o Anticipate and attack challenges to meet goals and to honor commitments which may include collaborating through healthy differences of opinion.

o Recognize mistakes as learning experiences. Openly discuss mistakes with a commitment to constant personal improvement and give positive encouragement to others to keep trying.

o Own your responsibilities and be genuinely accountable for your decisions, actions, and results.

Live Long & Prosper

o Create and maintain a safe and healthy facility.

o Identify, openly discuss, and fix issues that pose risks to the safety and health of all employees and visitors.

o Seek harmony between personal and professional time.

Reach For The Stars

o Take pride in producing the highest quality products and services that exceed our customers’ expectations.

o Meet the mission of being “Easy, Successful & Inspiring” for all interactions with customers and each other.

o Make decisions based on data driven insights blended with intuition, then openly share the reasons for those decisions

ESSENTIAL SKILLS:

1. Demonstrate more than a basic knowledge of computers and applications including Word, Outlook, Excel, etc.

2. Demonstrate the ability to quickly learn and adapt to new computer systems, company specific computer programs, and other new technology.

3. Appropriately acknowledge challenges and successfully resolve conflicts as needed both internally and with customers.

4. Earn and maintain the trust and respect of all employees, co-workers, and customers.

ESSENTIAL WORK HABITS:

1. Report to work as scheduled, maintaining a level of absences that result in minimal departmental disruption and minimal unfair burden on other employees.

2. Maintain a positive and cooperative attitude with all fellow employees. Promote positive morale by working effectively as a team member.

3. Establish priorities, work independently, and accomplish objectives with minimal supervision.

4. Ensure that all work areas are kept clean, neat and organized.

5. Handle stress and pressures of the job without causing undue tension and disruption.

6. Maintain high attention to detail in all job-related activities.

QUALIFICATIONS:

1. Minimum 2 years experience in a customer service role or similar position.

2. Minimum 2 years experience with Microsoft Office.

3. Salesforce experience is a plus, but is not a necessity.

4. Relevant college course work preferred.

5. Submit a cover letter to be considered for this position.

Job Types: Full-time, Part-time, Temporary, Seasonal

Pay: From $16.50 per hour

Expected hours: 20 – 40 per week

Benefits:
• Work from home

Shift:
• 4 hour shift
• 8 hour shift
• Day shift

Application Question(s):
• What makes you a great fit for this role?
• Which position are you interested in? Part Time Seasonal or Full Time Seasonal?
• Do you reside in Michigan or Ohio?

Experience:
• Customer service: 2 years (Required)

Work Location: Remote