Job Description

BOWER & BRANCH PLANT WHISPERER

CUSTOMER SERVICE/MEMBER SERVICE SUPPORT

JOB SUMMARY

DO YOU LOVE PLANTS AND TREES SO MUCH THAT'S ALL YOU TALK ABOUT? WOULD YOU CONSIDER YOURSELF A HOUSEPLANT HOARDER OR GARDENING GROUPIE? DO GARDEN CENTERS KNOW YOU BY YOUR FIRST NAME? IF SO, BOWER & BRANCH IS INTERESTED IN SPEAKING WITH YOU ABOUT BECOMING A DEDICATED PLANT WHISPERER.  

BOWERANDBRANCH.COM IS THE LEADING ONLINE GARDEN CENTER SELLING PLANTS AND TREES TO PLANT LOVERS THROUGHOUT THE US.  WE DO THIS IN COLLABORATION WITH OUR OMNICHANNEL NETWORK OF OVER 100 INDEPENDENT GARDEN CENTERS AND GROWERS ACROSS THE COUNTRY.  

PLANT WHISPERERS (AKA THE WHISPS!) PROVIDE THE SAME LEVEL OF CARE AND LOVE TO OUR ONLINE SHOPPERS AND RETAIL MEMBERS, THEY DO THEIR OWN PLANTS AND TREES.  SOME REQUIRE LESS ATTENTION THAN OTHERS BUT ALL GET THE CARE AND LOVE TO KEEP THEM HEALTHY, GROWING AND COMING BACK YEAR AFTER YEAR!  WE REALIZE THAT CAN STILL BE OPEN TO INTERPRETATION, SO BELOW IS A MORE DEFINED OVERVIEW OF RESPONSIBILITIES.   

THE PLANT WHISPERERS WILL WORK CLOSELY WITH BRAND MANAGEMENT, SALES MANAGEMENT AND OUR DISTRIBUTION TEAM TO PROVIDE INDUSTRY LEADING SUPPORT TO ONLINE SHOPPERS AND RETAIL MEMBERS. INCLUDING PROBLEM RESOLUTION, ORDERING ASSISTANCE, ACCOUNT RELATIONSHIP AND DEVELOPMENT, AND TECHNICAL SUPPORT.  

KEY RESPONSIBILITIES (ESSENTIAL JOB FUNCTIONS): THIS SELF-MOTIVATED INDIVIDUAL WILL PROVIDE SUPPORT FOR, BUT NOT LIMITED TO, THE FOLLOWING AREAS:

• RECEIVE AND PROCESS CUSTOMER CALLS, INQUIRIES AND REQUESTS FROM START TO FINISH IN A POSITIVE, EFFICIENT & PROFESSIONAL MANNER THROUGH ONLINE CHAT, BY PHONE AND EMAIL.

• PROVIDE COMPLETE PROBLEM RESOLUTION FOR ISSUES RECEIVED THROUGH THE CALL CENTER, EMAIL OR CHAT PLATFORMS.

• BE ABLE TO PATIENTLY MANAGE QUESTIONS YOU ARE UNSURE ABOUT THE ANSWER. ESPECIALLY PLANT SPECIFIC QUESTIONS. TO KINDLY PUT A CUSTOMER ON HOLD, AS YOU LOOK UP THE ANSWER OR RESPONSE NEEDED. 

• DEVELOP PROFESSIONAL RELATIONSHIPS TO DETERMINE MEMBER’S NEEDS, EXPECTATIONS, LIMITATIONS, AND REQUIREMENTS TO PROVIDE MEMBER SATISFACTION, MEMBER LOYALTY, AND MEMBER GROWTH

• MANAGE TIME EFFECTIVELY TO SUPPORT AND MEET THE GOALS OF THE ENTIRE CUSTOMER CARE AND SALES ADMINISTRATION TEAMS

• PROACTIVELY CONTACT CUSTOMERS & MEMBERS WITH ORDER RESOLUTION, CURRENT SHIPPING INFORMATION AND CORRECTIVE ACTION ON LATE OR PROBLEMATIC ORDERS

• ACTIVELY PARTICIPATE IN ALL NECESSARY TRAINING DEVELOPMENT PROGRAMS

• ACT AS LIAISON ON BEHALF OF THE CUSTOMER, MEMBER AND BOWER & BRANCH TO RESOLVE PROBLEMS BOTH INTERNALLY AND EXTERNALLY

• UNDERSTAND AND ADHERE TO CORPORATE POLICIES & PROCEDURES

• PRESENT A PROFESSIONAL IMAGE AT ALL TIMES TO CUSTOMERS, MEMBERS, AND OTHER DEPARTMENTS

• PARTICIPATE IN SPECIAL PROJECTS AND/OR PROVIDE SUPPORT TO PROJECT TEAMS REGARDING IMPROVEMENTS OR CHANGES TO EXISTING PROGRAMS OR IMPLEMENTATION OF NEW PROGRAMS

• PROACTIVELY PROVIDE AND COMMUNICATE PROCESS & SYSTEM IMPROVEMENT NEEDS INCLUDING COMPLETION OF WEBSITE AUDITS OF SITE FUNCTIONALITY AND PRODUCT PAGES.

• OTHER DUTIES THAT ARE REASONABLY ASSOCIATED WITH THE ABOVE ESSENTIAL FUNCTIONS OF THE JOB

REQUIRED

EXPERIENCE & EDUCATION:

2-5 YEARS OF CUSTOMER CARE EXPERIENCE WITH INCREASING RESPONSIBILITIES IN SALES, MEMBERSHIP ENGAGEMENT & TRAINING, AND ACCOUNT MANAGEMENT.  

DESIRED

BACKGROUND IN RETAIL SALES, GARDEN CENTER, NURSERY/GROWER SALES OR CUSTOMER FACING/SUPPORT RESPONSIBILITIES.

GENERAL KNOWLEDGE OF PLANTS & TREES, NATIVE PLANTS DESIRED BUT NOT REQUIRED.  

COMPUTER SKILLS

• ADVANCED KNOWLEDGE OF GOOGLE DOCS, SHEETS & SLIDES.  

• INTERMEDIATE KNOWLEDGE OF POWERPOINT AND WEBINAR TRAINING SYSTEMS

• SKILLS AND KNOWLEDGE OF MULTIPLE CUSTOMER MANAGEMENT SOFTWARE AND DATA SYSTEMS

KEY COMPETENCIES

MULTI-TASKING – ABLE TO MANAGE MULTIPLE PROJECTS

UNDERSTANDS CUSTOMER EXPECTATIONS

INTEGRATES CUSTOMER SERVICE IN OUR CULTURE

WORKS TO MEET DEFINED GOALS & OBJECTIVES

UNDERSTANDS AND ACCEPTS CHANGE

BUILDS & MAINTAINS ORGANIZATIONAL RELATIONSHIPS ACROSS FUNCTIONS

DETAIL ORIENTED

ABLE TO ADAPT IN A FAST PACED ENVIRONMENT

ABLE TO COMPREHEND OVERALL BUSINESS OBJECTIVES FOR THE ENTIRE COMPANY

STRONG WRITTEN AND ORAL COMMUNICATION

MEET OUR R.E.D STANDARD - REMARKABLE, EXTRAORDINARY, & DYNAMIC! 

SUPER FUN!

SENIORITY LEVEL

ENTRY LEVEL

INDUSTRY

• LAWN & GARDEN

• GARDEN CENTERS

• HORTICULTURE

EMPLOYMENT TYPE

FULL-TIME

JOB FUNCTIONS

• CUSTOMER SERVICE

• INFORMATION TECHNOLOGY