Customer Support Specialist

SUMMARY Mahoney's is a family-owned and operated independent garden center with 7 retail locations in the Greater Boston Area and Cape Cod. For over 60 years, we have taken pride in offering the highest selection of quality plants, yard products, and gardening accessories – with outstanding customer service to match! We employ customer-driven people that are dedicated to creating a refreshing and helpful shopping experience. For our employees, we offer a fun, fast-paced, and challenging workplace with the opportunity for growth. We are committed to maintaining a work environment that encourages trust, hard work, efficiency, self-motivation, initiative, continuous improvement, and teamwork. We provide an opportunity for personal and professional growth and a great employee discount , as well! OBJECTIVE The Customer Support Specialist role will begin with an introductory transition period focused on providing customer phone support while learning the Falmouth store's layout, team members, products, and daily operations. The position is expected to transition to the full Customer Support Specialist responsibilities beginning in January, based on business needs. The responsibility of the Customer Support Specialist is to act as the initial point of contact to answer and direct customer inquiries across all communication channels including phone, email, social media, and the e-commerce platform. Ensure that all customer inquiries are answered in a timely, efficient, and professional manner. Additional responsibility includes making educated decisions to handle customer issues personally or transfer and direct of escalated inquiries to the appropriate channels and individuals. This requires continual communication with the Customer Relationship Manager, Store Level Management, and product specific subject matter experts to ensure inquiries are directed to the proper channels in a timely manner. Additionally, the customer support specialist will manage incoming e-commerce orders to ensure that orders are pulled and customers are informed of status updates regarding their orders. ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. During the initial transition period, answer and direct customer phone calls, provide information based on customer inquiries, and become familiar with the Falmouth store's layout, team members, products, and daily operations. Answer customer inquiries across all channels including phone, text, email, social media, and the e-commerce platform in a timely and effective manner. Utilize company resources to accurately answer customer inquiries related to product availability, product care, order status and company policies in a timely and accurate manner. Effectively and efficiently transfer and direct calls to Store Level Management and Company Subject Matter Experts for advanced inquires as needed. Provide Customers with additional company information including current promotions, mark downs, new product arrivals as well as changes to operating hours, pickup locations and return policies. Support general store operations as needed, including assisting customers and colleagues with day-to-day tasks and helping maintain an effective and welcoming store environment. Manage customer product returns and guarantee issues. Support the continual improvement of the Customer Service Support team through the continual tracking and collection of customer inquiry data related to channel volume and FAQs and communication with the Customer Relationship manager about development of systems that will improve the customer experience. Provide informed recommendations on the customer service process, call scripts and the call center experience to the Customer Relationship Manager in a timely and accurate manner. Ensure all inquiries are answered in a professional manner in accordance with approved department scripts. Manage incoming e-commerce orders and ensure product is appropriately tagged, pulled, and status is updated. Communicate with customer as needed when orders are ready for pick-up or if an item is out of stock. Make substitution recommendations as needed. Customer focused shifts on the sales floor, ensuring all customers are greeted and helped. Knowledge of all areas of Mahoney's Garden Center location where you are stationed. Customer Support Specialist should feel comfortable helping guests in every department. Work with the Customer Relationship Manager to build and develop horticultural resource library to help guests be successful with their purchases. COMPETENCIES Strong written and verbal communication skills Customer Focus Plant knowledge Ability to handle multiple customer inquiries and computer screens simultaneously Strong telephone skills Attention to detail Ability to work independently Strong time management skills Ability to maintain a productive working relationship with colleagues inside and outside the organization Strong work ethic PREFERRED EDUCATION AND EXPERIENCE 2+ years' experience working in a customer service or customer facing role including call centers, information/kiosk desk, restaurants/hospitality, or retail role required. Previous experience utilizing POS or inventory management software is a plus. Working knowledge of Microsoft office including Excel and Word. Basic plant care knowledge preferred. WORK ENVIRONMENT This job operates in a standard office environment and retail garden center environment. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. This position requires frequent standing, walking, climbing, stooping, kneeling, crouching and / or crawling. While performing the duties of this job, the employee is regularly required to talk and listen. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. POSITION TYPE / EXPECTED HOURS OF WORK Flexible hours. Days and hours of work vary by schedule and season. Must be available to work some weekends and holidays. EEO STATEMENT Mahoney's provides equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, pregnancy, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.