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Company Name : American Meadows
Location : Utah
Position : Customer Service Representative – REMOTE
Job Description : SEASONAL CUSTOMER SERVICE SUPPORT (Phones, Live Chat & Email) Location: Remote in Utah (must reside in Utah and able to drive to our to pick-up computer equipment)Commitment: Seasonal (with opportunity to apply to a full or part-time, year-round role at the end of the spring season)Schedule: Call Center is open 9am – 9pm Monday – Friday and 9am –5pm Saturday – Sunday Eastern with the following shifts available: 8:45am – 5pm Eastern, 11am –7pm Eastern or 1pm – 9pm Eastern. Must be available to work weekends. Season: February 28th – May 30thWHO WE ARE At American Meadows (AMC), our purpose is Doing Good Through Gardening. Each day we are fortunate to be able to provide gardeners with the products, knowledge and inspiration to succeed. We have a decade+ track record of consistently strong growth and we are excited about our future. Like many businesses, we have grown by being a sales-led organization. As we mature, it is time to increase the emphasis on our brands (American Meadows, High Country Gardens & Landreth Seeds) and the role they play in continued success. If that sounds intriguing, read on…OUR CHALLENGE Gardeners work very hard for results that often do not arrive for months, or even years. We want to inspire and inform customers when they take the opportunity to contact us. We are always looking for ways to offer the right products to customers in the ways they best learn, shop and garden.WHO YOU ARE & WHAT YOU’D DOYou’ll have the opportunity to help our gardeners create a greener world and do a little good through gardening – from your own home! Some days you will speak with gardening professionals and you may learn something new from their experiences. Other times you will have the pleasure of working with a customer who is brand-new to gardening and needs your advice. That is one of the many wonderful parts about this job; it’s having the opportunity to continuously learn more about the gardening world, while being able to pass on your passion and knowledge to others!It is not necessary for you to be a Master Gardener to join our team, as the gardening world is so vast and there is always more to learn. We have a staff of experts who love sharing their knowledge to help you become a true Garden Guru! However, we do ask that you have a passion to dig in the dirt and are excited to learn more about our products.While we spend a majority of our day helping our gardeners create a greener world, you will need to be able to also navigate our websites and internal systems in order to either assist with placing an order, or answer questions about an existing one.A DAY IN THE LIFE OF: Grab a cup of coffee, water your desk plant, turn on your computer and two monitors (provided by American Meadows), clock in and check in with team on Microsoft Teams (where we do all internal communication).Sign into Acumatica (our internal inventory management tool and customer database) and log into the VoIP phone system (some days you may take phone calls, other days you may answer Live Chats or emails, but never working in multiple communication tools simultaneously).Begin answering calls to aid customers in placing new orders, checking on existing orders, adding to an order, or troubleshooting on an order they received. In one call, you may be referencing information on three different websites, entering customer information into our internal system, looking up inventory and shipping dates of a plant, and reviewing internal communication about any current sales that the customer may be interested in.After taking a lunch break, you switch over to our chat and email department because we’re receiving more written communication than calls and need the extra help. You will have multiple conversations assigned to you, but only required to answer one at a time. Making sure each customer is treated like your only one. Much like phones, the needs of the customer will vary from conversation to conversation.Your at-home office is private and quiet so that you can take calls in an undisturbed setting, and your screen is not visible to anyone else who may be in your home. You must have high speed internet to take VoIP calls and team meetings through video conferencing tools.Once a week, you will have a check-in with the trainer to review your customer communication quality. All calls are recorded, and our Quality Trainer works with every colleague (no matter how long they have worked for American Meadows).BEFORE YOU APPLY, PLEASE KNOW: Training & Coaching: All training days are mandatory. Training is Monday-Friday, 10am-4pm EST training session begins on Monday, February 28th . After the first week of training, you will be audited by our trainer to make sure you are successful in your new role. There will be a follow-up training to cover more in-depth topics once you have a handle on your daily flow. In the meantime, you will continue to work your regular schedule.All calls are recorded for quality assurance and monitored for coaching purposes.Required monthly team meetings from 4pm – 6pm EST on every Third Thursday (March 17th, April 15th and May 20th) Schedule: Available work hours are 8:45am – 5pm, 11am – 7pm or 1pm – 9pm, Monday – Friday (weekend hours 9am – 5pm). You and your supervisor will discuss which days/week are available and you can set an on-going schedule for the season.You must be able to work at least two weekend shifts each month (we are open 7 days/week in the Spring season).You must be available for 30 hours+ each week (we cannot accommodate part-time hours).March through May is our blackout period for vacation and no extended time off during those months will be approved.Our season goes from March – June, however there may be on-call work available in the summer months or opportunities to join our year-round team (both full and part-time)!Computer equipment: The company will provide you with a desktop computer (can be connected to wifi), two monitors, a keyboard, mouse, headset and webcam (for internal team video meetings & training).Staff will need to pick up and return computer equipment to our office in Clinto. UT.While we are currently working 100% remote, there may be requirements to come into our office however we will provide you with ample notice. There may be a time, after spring season, that we return the the office to work however that is not an expectation for this seasonal position.You will be required to sign an agreement for the care of company equipment and return upon completion of employment. If you experience any computer failure, you’ll need to notify our IT department immediately.WHAT WE OFFER: A fun-loving team of plant nerds who are looking to make the world a little better – one wildflower at a time.A quarterly incentive payout based on the company achieving financial goals and departmental project goals.Discounts on all American Meadows, High Country Gardens, and Landreth’s Seeds products because we want you to dig in and have the opportunity to grow a beautiful garden!Free access to our online yoga and fitness classes. (Plus the library of previously recorded classes).AMI Fun Team Activities which are mostly done remotely (Bingo, trivia contests, and our ever popular spirit week) or the occasional in-person (covid friendly) activity such as hiking or apple picking (if current CDC guidance allows).When we’re back in the office, we have many more perks like the best office dogs, free food, coffee for days, a fitness room and a bunch of quirky plant people talking about gardening tips on their lunch break! We’re always looking for ways to carry these wonderful perks into our remote workspace but please know that we care about the safety of our staff and are all working remote until we’ve determined it’s safe to return.REMOTE WORK: This job is fully remote for the spring season, however there may be some in-person requirements if this role becomes a year-round role at the end of the season.While we’re remote, you will need to be able to drive into our Clinton, UT location for collecting/returning computer equipment and exchange any damaged equipment if that occurs.TO APPLY: Qualified candidates should submit a resume to our Staff Happiness Jedi and tell us what plants you’re excited to learn more about!American Meadows is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request. Job Types: Full-time, TemporaryJob Types: Full-time, TemporaryPay: $13.00 per hourBenefits:Employee discountSchedule:8 hour shiftMonday to FridayWeekend availabilitySupplemental Pay:Bonus payCOVID-19 considerations:This job is currently remote. Computer equipment pick-up/drop-off will be done with no direct contact at our office in Clinton, Utah.Application Question(s):Do you live in Utah? You must reside in Utah for this position.Education:High school or equivalent (Preferred)Experience:Customer service: 1 year (Preferred)Work Location: Multiple Locations
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