Customer Care Coordinator

Company Overview

Temporary Part-Time - Customer Care

Botanical Designs is seeking a Customer Care Coordinator for a temporary part-time position. This role is expected to last for 3 (three) months with up to 30 hours per week.

Botanical Designs and its affiliates Foliage Design Systems McCaren Designs and Good Earth are a creative and dynamic company specializing in interior and exterior landscaping as well as seasonal holiday décor installations. Our mission is to transform commercial spaces into visually stunning environments that reflect beauty festivity and functionality. We are passionate about our work and committed to delivering high-quality design and installation services to our clients.

Summary Description:

The Customer Care Coordinator (CCC) is pivotal in upholding Botanical Designs reputation for unparalleled customer service and exemplifies its core value of Responsive. The Customer Care Coordinator focuses on customer satisfaction while being responsive to the customer and collaborative to the internal team at Botanical Designs. The Customer Care Coordinator position is accountable for fielding and coordinating general inbound inquiries to the company including relaying inbound calls leads customer items/issues contracts and more to the appropriate parties within the company.

Job Duties and Responsibilities (Essential Functions):

• Coordinate relevant customer service activities

• Be the Front Line for inbound customer service for the company

• email address monitoring
• Inbound phone and web lead form monitoring
• Routing inbound cases to managers or correct account manager

• Monitor Salesforce emails and phone messages throughout workday and respond in a timely manner always following the company Sunset Rule for internal and external communications.
• Update and utilize Salesforce in daily work keeping accurate and up-to-date records on all accounts.

• Assist other branches and locations with CCC duties as required working as a team with other CCCs in other branches to provide top-notch customer service and responsiveness company-wide from coast to coast.
• Serve as the Account Manager for select accounts ensuring that customer concerns are routed to the correct stakeholder within the company and monitor the resolution of all issues and close the loop with the customer following the resolution of the issue to ensure customer satisfaction.

• Create a case for each concern or issue raised for the customer notify the appropriate stakeholder in the company about the issue and create child cases as appropriate and follow up with the customer at a minimum of once every 7 days to provide updates until the issue is resolved and the case is resolved.
• Work with Branch Leadership to prepare budget spreadsheets (if applicable to the account)
• Conduct frequent account check-ins and log in salesforce ensuring that at least two unprompted check-ins are completed (defined as a conversation with a customer not just an email) a year.

• Send out the Net Promoter Score survey to customer contacts with an active service contract once per quarter.
• Other duties as prescribed by your Branch Leadership.

Knowledge/Skills/Abilities:

• Proven experience as a customer service representative office assistantvirtual assistantor in another relevant administrative or customer service role.

• Loves working with people whether in-person via phone or via email.
• Knowledge of back-office computersystems ( or equivalent experience with other CRM software).
• Thorough understanding of office management procedures.
• Interpersonal skills with the ability to build strong relationships at all levels. As unique situations arise position must be sensitive to company needs as well as customer needs.
• Strong organizational time management and prioritization skills:

• Able to multi-task maintain focus on several different projects at one time and hit deadlines.
• Able to be flexible with attention and priority.
• Able to work in a progressive fast-paced environment (work well under pressure).

• Analytical abilities and aptitude in problem-solving.
• Excellent written and verbal communication skills.

• Professional mannerisms appearance and actions (self-confident and committed to high ethics).
• Computer Skills: Comfortable and effective working in Microsoft Office; specifically Excel PowerPoint SharePoint Outlook and imaging programs. Comfortable working with Salesforce CRM WordPress Google Ads and digital marketing tools.

Level Requirements:

• Minimum of 5 years experience in customer service or marketing background and/or formal degree in Business Administration or Marketing; combination of education and experience will be evaluated for equivalency.
• Clean Driving Record
• Valid WA State Drivers license

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job the employee is regularly required to talk and/or hear. The employee is frequently required to sit stand walk; use hands to finger handle or feel; and reach with hands and arms. Must have the ability to stand for extended periods of time.

The employee is frequently required to climb or balance; and stoop kneel crouch or crawl. The employee must frequently lift and/or move up to 20-40 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.

Varied Field Environment performing outdoor work with moderate to occasional loud noise.

This is a minimal description of duties and is not intended to describe in detail the multitude of tasks that may be assigned. As the nature of business demands change so may the essential functions of this position.

Botanical Designs LLC. And affiliates is an Equal Opportunity Employer.

All offers of employment at Botanical Designs LLC. are contingent upon clear results from a background check.