Job TypeFull-timeDescription
We are NOT looking to hire a call center employee or robot. We are a family business looking for a real person who wants to be a part of our rose-loving team. We want a person who can be both empathetic and confident, who wants to grow and learn, and who might even have a bad day every once in a while. We all have bad days but tomorrow is a new, fresh start! Okay… now that we’ve got that sorted, let’s see if you are exactly the person we’ve been looking for!
We ARE looking for our next plant lover who can help our customers solve problems and resolve disappointments. If you love plants or want to love plants, you are our kind of people. Heirloom Roses is a fast-growing, family-owned company, investing in the growth of our premiere roses and our talented employees. We are looking for employees to join our team and to help us fulfill our purpose of “making the world beautiful, one rose at a time.†If you enjoy working with beauty, valuing people and helping them succeed, and working on a collaborative team in a fun and casual environment, then Heirloom Roses is the perfect place for you.
Our beautiful nursery is located in the fertile Willamette Valley in St. Paul, Oregon, still on the same land where the business started decades ago. Our offices are even located in the original farmhouse on the acreage. We grow all of our own-root roses and ship them all over the United States to their new homes in our customer’s gardens. We may be casual in our dress – it is a nursery after all – but we are professional and thoughtful in our work ethic, commitment, and care for both our plants, customers, and employees.
We are looking for a gentle and patient candidate. Some of our customer calls are from older gardeners who need help placing an online order and some are from first-time gardeners with basic plant care questions. The candidate must be organized and professional, but willing to wear boots on muddy days like the rest of us. Upward mobility in the company is available for all employees who work hard and are eager learners.
Qualities
Our Customer Care Representatives are integral team members as they serve as the connection between our Heirloom Roses Team and our customers via email and telephone. Our Customer Care Representatives manage customer interactions in the following ways:
- Patient and thoughtful garden guide (help customers plan their garden and decide what Heirloom products would suit them best – we will teach you!)
- Inquisitive product teacher (listen to customer needs and recommend Heirloom branded products and other solutions when appropriate)
- Empathetic listener (hear and understand customer joys and frustrations )
- Able to effectively resolve conflicts (skilled at diffusing difficult situations)
- Exemplary, reliable, self-starter
- Life-long learner
- Enjoys being part of a team
Job Description
Customer Care Representatives can work from home OR on-site and are responsible for helping customers through inbound calls and answering emails. Customer Care includes:
- Assisting with order inquiries and placing orders
- Answering questions related to plant health and care
- Educating and consulting with new and experienced gardeners
- Resolving plant warranty concerns
Work hours:
- Monday-Friday 8:00AM-4:30PM
- The Company is located in Oregon which is PST. However, we are open to employees in other time zones working the schedule in their time zone.
Requirements
Qualifications:
- 2 or more years of experience working in a phone-based Customer Service environment with high call volume in peak season
- Strong verbal and written professional communication skills and attention to detail
- Willing learner in regards to plant care, rose knowledge, plant health, and products we offer
- Ability to multitask in a fast-paced environment
- Teachable and willing to receive constructive feedback to improve customer support skills, product knowledge, and proactively upsell products to ensure customer success
- Maintain good telephone and email etiquette with strong customer focus
- Positive and friendly attitude
- Ability to stay calm and patient during tough situations
- Good problem solving with customer interactions
- Proficient in Microsoft Office, Google suite and customer service business platforms and type 70 wpm
- Team player able to work independently in a team environment
- Employment subject to results of criminal background check and employment credit check
Salary Description$18.00 per hour