Customer Support Representative

TITLE: CUSTOMER SUPPORT REPRESENTATIVE (Tier I)

Position Description
Customer Service Representatives work in an inbound call center environment. They work with A.M. Leonard’s customers to solve a wide variety of customer service issues.
Essential Functions

• Answer incoming calls with a high level of professionalism and demonstrate polite and respectful treatment of callers and in-person customers
• Input customer order with a high degree of accuracy and efficiency
• Meet goals for call volume and call quality
• Explain new features of products or new products and provide customers with product & service information
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems

Competencies

• Strong Communication to effectively interact with retail and professional landscaping customers
• Flexibility to tailor approach to each customer interaction
• Conflict Management to be able to de-escalate issues and create position resolutions
• Teamwork Orientation with a focus on building strong relationships within AM Leonard
• Technical Capacity (Specifically Microsoft Office and Proprietary Systems)

Required Education & Experience
High School Diploma or equivalent
At least 1 year of experience in a fast-paced, call center, customer service or retail environment
Computer experience, specifically within Microsoft Office

Physical Demands
This position is in an office setting with most work being completed from a desk. Occasional walking will be required throughout the Distribution Center or standing in the Show Room, as required.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday-Friday, 8:00am to 5:00pm with overtime as needed.

Work Environment
This positions works in a temperature-controlled office setting, but may require entering a Distribution Center in varying temperature and noise levels. This position is not eligible for a remote-worksite arrangement or flexible hours.

Supervisory Responsibility
none

BENEFITS

We offer a high deductible health plan (HDHP), dental, and vision insurance. We contribute $60 per month to enrolled employees’ HSA accounts.

Employees and their dependents who are enrolled in our HDHP also have access to our employee health clinic where they can access healthcare for well and sick visits, immunizations, lab services, and more at no cost. Employees not enrolled in our HDHP can still have access to our employee health clinic for just $20 per paycheck. There are also prescriptions available through this clinic at no cost. Employees can also access quick, convenient, and no-cost healthcare in the comfort of their homes 24/7 through our telemedicine partner.

Employees also receive life insurance and short-term disability at no cost, and they have the option to purchase increased coverage through payroll deductions. We also offer long term disability, various Aflac plans, and a 401k plan with matching.

Employees receive paid time off from day one, including 80 hours of vacation time (prorated based on the start date for the first year) and 40 hours of personal time. After the first full year of employment, eight additional hours of vacation are granted annually.

Employees also enjoy the use of our free onsite gym and product discounts on our wide selection of horticultural tools and equipment.

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We will not sponsor individuals for employment visas, now or in the future, for this job opening. Relocation assistance is not available for this position, and this position is not open for remote work arrangements.

AM Leonard is an Equal Opportunity Employer for all, including minorities, women, protected veterans, and the disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities.