Sr. Customer Service Representative
Burpee Gardening Family, Warminster, Pennsylvania, United States, 18974
Burpee Senior Customer Service Representative
We are the nationwide leader in home gardening! A privately owned and operated seed, plant, and hard goods company, selling across all channels to millions of gardeners every year. We are passionate about quality, innovation, and making home gardening a successful experience. Burpee has been in business for 150 years and is the most trusted brand in home gardening. This is your opportunity to become a valued team member of a trusted industry leader. Location: 100% onsite. 300 Park Avenue. Warminster, PA 18974. Monday through Friday. 8:30am-5pm. Occasional weekend/evening shifts during peak season. Job Summary: As a Senior Customer Service Representative, you'll play a key role in keeping our customer service processes running smoothly. You'll assist customers by answering their horticulture and gardening questions through our social media management platform, Sprout. You'll also coordinate escalations and work closely with IT and operations teams to keep internal systems and processes up to date. Additionally, you'll manage team member system access, track and create customer service reports, and support improvements that help the team stay organized and ensure every customer has a great experience. Essential Duties: Respond to customer service questions through the Sprout platform. Manage and update team member access in Freshdesk, Chat, and Vonage. Coordinate IT escalations with the web support team to resolve issues efficiently. Monitor and respond to customer reviews in Bazaarvoice, escalating when needed. Act as the D365 system administrator, handling tasks such as tax exemptions, reporting, GM vendor communication, and processing CNS refunds. Provide customer support via phone, chat, and email as needed based on volume. Perform other job-related duties as assigned by your manager. Qualifications: High school diploma or equivalent required; some college coursework preferred. 3+ year of customer service experience in a call center or similar high-volume environment. Working knowledge of Shopify, Freshdesk, Vonage, and Sprout Social. Strong verbal and written communication skills with a professional and empathetic phone manner. Ability to navigate multiple systems, databases, and web-based tools simultaneously. Basic proficiency in Microsoft Office (Word, Excel, Outlook) and CRM/ticketing systems. Strong problem-solving skills. Flexibility to work varying shifts, including evenings, weekends, and holidays, as required. Familiarity with gardening. Reliable attendance and punctuality. Benefits: Medical, Dental, Vision Health Reimbursement Account 401(k) Plan with company match Generous Paid Time Off Employee Assistance Program Tuition Reimbursement Training and Development Short / Long Term Disability Life Insurance KASHABLE loan program Free garden vegetables from our farm from June to September! Why Join Us: Be part of a team that values quality, innovation, and making a difference for every customer. Gain experience across multiple systems and platforms, expanding your skills in customer service and backend operations. Take on a role that combines direct customer engagement with opportunities to improve processes and workflows.
We are the nationwide leader in home gardening! A privately owned and operated seed, plant, and hard goods company, selling across all channels to millions of gardeners every year. We are passionate about quality, innovation, and making home gardening a successful experience. Burpee has been in business for 150 years and is the most trusted brand in home gardening. This is your opportunity to become a valued team member of a trusted industry leader. Location: 100% onsite. 300 Park Avenue. Warminster, PA 18974. Monday through Friday. 8:30am-5pm. Occasional weekend/evening shifts during peak season. Job Summary: As a Senior Customer Service Representative, you'll play a key role in keeping our customer service processes running smoothly. You'll assist customers by answering their horticulture and gardening questions through our social media management platform, Sprout. You'll also coordinate escalations and work closely with IT and operations teams to keep internal systems and processes up to date. Additionally, you'll manage team member system access, track and create customer service reports, and support improvements that help the team stay organized and ensure every customer has a great experience. Essential Duties: Respond to customer service questions through the Sprout platform. Manage and update team member access in Freshdesk, Chat, and Vonage. Coordinate IT escalations with the web support team to resolve issues efficiently. Monitor and respond to customer reviews in Bazaarvoice, escalating when needed. Act as the D365 system administrator, handling tasks such as tax exemptions, reporting, GM vendor communication, and processing CNS refunds. Provide customer support via phone, chat, and email as needed based on volume. Perform other job-related duties as assigned by your manager. Qualifications: High school diploma or equivalent required; some college coursework preferred. 3+ year of customer service experience in a call center or similar high-volume environment. Working knowledge of Shopify, Freshdesk, Vonage, and Sprout Social. Strong verbal and written communication skills with a professional and empathetic phone manner. Ability to navigate multiple systems, databases, and web-based tools simultaneously. Basic proficiency in Microsoft Office (Word, Excel, Outlook) and CRM/ticketing systems. Strong problem-solving skills. Flexibility to work varying shifts, including evenings, weekends, and holidays, as required. Familiarity with gardening. Reliable attendance and punctuality. Benefits: Medical, Dental, Vision Health Reimbursement Account 401(k) Plan with company match Generous Paid Time Off Employee Assistance Program Tuition Reimbursement Training and Development Short / Long Term Disability Life Insurance KASHABLE loan program Free garden vegetables from our farm from June to September! Why Join Us: Be part of a team that values quality, innovation, and making a difference for every customer. Gain experience across multiple systems and platforms, expanding your skills in customer service and backend operations. Take on a role that combines direct customer engagement with opportunities to improve processes and workflows.