Epic Gardening Hiring for Customer Service Representative at Remote Full Time

ABOUT THE COMPANY

At Epic Gardening, we’re on a mission to teach the world to grow. Founded in 2013, Epic has become the most followed gardening brand and is the leading creator-led, content-to-commerce business in gardening. Millions of enthusiastic gardeners come to Epic for entertaining and informative growing content across video, blogs, podcasts, social platforms, and books. Through our online store, we offer highly curated, best-in-class gardening products designed to perform well for the gardener and stand the test of time. In December 2021, Epic closed a round of financing from The Chernin Group (TCG). In November 2022, Epic Gardening completed the acquisition of Botanical Interests, a vegetable, herb, and flower packet seed company founded in 1995 and based in Broomfield, CO. The acquisition dramatically expands Epic’s product offering and go-to-market channels with the addition of 800+ SKUs and a nationwide wholesale distribution channel.

ABOUT THE ROLE

Reporting to the Head of Customer Experience, the Customer Service Representative will be responsible for engaging with customers on behalf of Epic Gardening. In this role, you will answer customer phone calls, respond to customer service emails and tickets to answer questions and provide thoughtful helpful solutions. You will maintain expert knowledge about Epic Gardening products and services to best help customers.

At Epic Gardening, we’re obsessed with our customer’s experience. From learning from our content to using our products in the garden, we’re passionate about creating experiences that make our customers feel special. We put ourselves in our customer’s shoes – because we’re gardeners – and look for ways to make their experience even better, every single day. Every interaction with us feels like we know their garden and needs better than they do.

The responsibilities listed below are requirements for the position, however, additional consideration is given to candidates who were also interested in working with social media as well as participating in community outreach.

KEY RESPONSIBILITIES

• Answer ZenDesk tickets, including live chat
• Available 5 days a week (up to 3 weekends per month)
• Answer consumer questions from customer service phone calls/emails in a timely manner according to SLAs
• Take orders from customers over the phone, edit orders, create invoices, cancel orders, refund orders, and apply discounts
• Collect military IDs and issue discount codes
• Ensure customer retention by providing spare parts, expedited shipping, discounts, and discount codes for future use
• Review website product information and share feedback to e-commerce team
• Identify and work with the right internal stakeholders to address customer inquiries
• Reply to Loox review and Facebook ads / posts
• Identify and communicate negative trends from customers to the appropriate team members

QUALIFICATIONS

• 5+ years of experience in customer service
• Strong problem-solving, collaboration and communication skills
• Knowledge of gardening is a plus
• A deep attention to detail and dedication to accuracy and precision
• An ability to thrive in a dynamic, fast-paced, often ambiguous environment
• An ability to work and learn independently and collaboratively on complementary teams
• Team values: Hard Working, Integrity, Humility and Fun!
• Required to work 2-3 weekends and some holidays

COMPENSATION

This is an exempt role. The pay range for this role is $40,000-$55,000

WORKING AT EPIC

Epic is committed to providing our team with a competitive benefits package. We offer competitive and fair compensation, retirement plans with match, comprehensive health, dental, and vision plans, twelve weeks of paid parental leave, Health Care and Dependent Care FSAs, and more benefits.

Epic Gardening is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of teaching the world to grow, we are building an environment where every employee can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.