A Grove Guide is dedicated to creating a pleasant and satisfying customer service experience for each Grove Collaborative customer. Grove Guides are knowledgeable about all products and experts at making product recommendations, answering questions, resolving problems, and being a friendly guide on the inside!
Grove Guides connect our customers to our company. Your helpful personality shapes the voice and face of the company as you interact with thousands of customers a week.
The Grove Guide (levels 1 & 2) positions are non-exempt hourly roles performed remotely from a home office.
Does this sound like you?
You are a driven and proactive self-starter and problem solver
A positive advocate for providing outstanding customer experiences
Productive in a fast-paced environment
Someone who adapts quickly to constant change in a fast-growing company
Motivated by meeting and exceeding customer service metrics
Receptive to ongoing feedback and open to reviewing and discussing your performance in one-on-one meetings, coaching sessions, and team meetings
Responsibilities
Ensure customer happiness by efficiently and effectively solving customer issues. Effectively communicating with employees and customers (verbal and written) via all company communication channels (e.g., telephone, email, text, live chat, SMS, instant message, and other channels company may implement.) Editing company macros as needed to resolve customer inquiries/problems
Processing credits, refunds, returns, in accordance with department policies
Recommending and educating customers on products to meet their needs
Demonstrating Grove’s Values in all customer and employee communications
Consistently meet or exceed hourly, daily, and weekly customer service metric targets (e.g., average hourly ticket solve rate, average handle time, customer satisfaction, etc.). Metric targets are subject to change based on business needs, ticket backlog
Maintain proper call notes for each customer interaction in the customer relationship platform (CRM) to reflect customer inquiries, problems, resolutions, and actions taken
Foster an environment of trust and mutual respect by: Building relationships, Engaging in candid, professional, and work-appropriate communication
Attending and contributing to one-on-one meetings, All-Site meetings, and ad hoc meetings
Observing the Community Happiness Code of Conduct Protect the company and its customer base by keeping employee and customer information confidential.
As with all employees, you are responsible for representing Grove’s values in all your interactions both within the company and with our customers
Qualifications
Comfortable with ambiguity and resilient amid rapid change
Excellent written and verbal communication skills
Helpful and friendly telephone demeanor
Superb attention to detail
Able to work at a fast pace while maintaining accuracy and hitting metric targets
Able to work independently with minimal supervision
Strong desire to help people and improve the customer experience
Zero to 2 years of experience in customer service (that’s right, this could be your first customer service job!)
Grove guides are expected to work towards achieving or exceeding their metric expectations and will be evaluated on a weekly, monthly, and quarterly basis. Metrics evaluate quality, speed, and availability. Guides are evaluated on their engagement in their own performance and on their teams. They are expected to fill out their 1x1s, contribute to team meetings, and participate in cultivating a culture of engagement at Grove
This position is fully remote, working from your home office. Available hours for these part time shifts will be discussed during the first phone interview.