Job description
Title: Yard Advisor
Classification: Nonexempt
Benchmark: Customer Service, Support 3
Department: Customer Service
Reports to: Customer Service Manager
Direct Reports: N/A
Type: Remote
Number of Hours: FT, 38.5 hours/temporary
Pay: $20 - $23/hour, DOE
Objective:
We are looking for Yard Advisors who have infectious energy and an interest in lawn and garden. Our Customer Service team helps offer guidance and expertise to our customers. The role entails everything from investigating customer lawn care problems to answering complex lawn care questions in all forms of communication. Our diagnostics and support is all via email, phone, and video. Exceptional communication, desire to please the customer, follow through, problem-solving, and decision-making skills will be critical to success in this position.
This person will champion our brand and its values with both existing and potential customers, as well as other external partners. The Yard Advisor will need to learn quickly, take direction from leadership, and be able to work independently on their assigned tasks as part of a shared inbox.
The schedule for this position is flexible; however, you MUST be available M-F, 9-5AM MT for the first two weeks for training.
Responsibilities:
- Providing a high level of customer satisfaction by focusing on the timely resolution of issues and professional communication.
- Learning the Sunday product, including lawn and turf science, in order to speak at a high level to our customers about not only our products but the science behind them.
- Answering questions pertaining to lawn care plans, services, products, and lawn care advice to resolve any customer concerns.
- Answering phone calls, responding to emails, and responding to SMS texts in order to resolve customer issues in a timely fashion.
- Providing 5-star services to our customers to grow customer satisfaction and ultimately drive repeat purchases for Sunday.
- Effectively communicating work status and customer issues to teammates and managers by sharing best practices, identifying issues and resolutions, and appropriately elevating any concerns.
About You:
Knowledgeable in lawns and gardens
Previous customer service experience, ideally with phone/email experience
Exceptional written and verbal communication skills
Customer-centric mindset with willingness to continually listen and learn
Strong interpersonal skills, including flexibility, positivity, and relatability
Understanding of time sensitivity for issue escalation
Thrives under pressure; you are able to keep up with the ambiguous, fast-paced environment of Sunday
Understands and fosters an environment of teamwork and collaboration
Exhibits Sunday core Values: Curiosity, Passion, Courageousness, Drive, Humility, and Empathy.
As a company rooted in nature, we deeply understand the benefits of diversity. We work to build a culture that attracts a diverse mix of talented people to help us bring lawn care out of the dark ages. We are committed to building a diverse, vibrant team that brings determination and passion to our work everyday.
