OVERVIEW:
The Sales & Service Specialist II divides their time among a myriad of tasks. In all cases, the goal is to build relationships with customers while representing GSC in ways that reflect our core values. The level II representative contributes to increasing our average order size, customer satisfaction, and retention through product knowledge, sales, and service skills. They also implement feedback delivered by their supervisor in regularly scheduled coaching meetings.
RESPONSIBILITIES:
- Engage with customers by phone, e-mail and chat in order to be a partner in their gardening success; this leads to additional sales based on the customers’ wants and needs
- Remain current on products, promotions and company initiatives
- Respond to customer service issues in a way that is in line with GSC core values and leads to customer satisfaction and retention
- Implement coaching feedback and be invested in continual learning to improve performance
- Help new seasonal reps by serving as a floor coach; this involves answering questions as well as offering feedback directly to the reps and forwarding the feedback to the supervisor and training teams
- Collaborate with and support peers to establish consistent use of best practices
- Make outgoing calls to contact customers to notify them of issues with their orders
- Schedules, which include backup planner or supervisor responsibilities, may be adjusted as necessary to cover opening or closing hours
- Adhere to all company policies as outlined in the GSC Owner’s Manual
- Take on additional responsibilities as needed
JOB REQUIREMENTS:
- Ability to engage with customers to learn what products will benefit them and then present an offer of additional products in order to grow the order
- Excellent written communication skills.
- Excellent customer service skills, including positive attitude; good listener; empathy; ability, patience and enthusiasm to research solutions to help solve customer problems or answer questions
- Strong problem solving and communication skills – both verbal and written
- Ability to take on new challenges and learn assigned tasks readily
- Ability to be punctual and maintain schedule adherence
- Ability and desire to implement feedback and training for continual improvement
- Ability to juggle multiple tasks while maintaining a high level of accuracy
- Interpersonal skills that facilitate a positive delivery of coaching and delivering feedback to level I reps as well as peers
- Background in gardening or horticulture strongly preferred
- Experience with social media preferred
- High school diploma or equivalent
