Job Description:

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!


We are looking for a Specialist, Consumer Services to join our team!


The ideal candidate is the primary contact with high-level consumer issues. The Consumer Services Specialist is expected to resolve issues in a timely manner through a variety of channels (phone, social media, electronic communication, text). The Consumer Services Specialist should thrive in a face-paced environment. Strong communication skills will help the CSS be successful when working not only with consumers, but with first level representatives on lawn and garden practices, our Consumer Affairs team, and act as a liaison with internal partners.

In this role you will:

Resolves complex consumer issues and advises first level representatives on high level issues involving agronomics, products and procedures. Responsible for the negotiation, timely follow up, quality assurance and personal attention to all concerns brought to their attention so as to ensure consumer satisfaction
Responsible for prompt and accurate interactions on all SMG social media and public properties. Must possess the ability to quickly assess situations and take appropriate action according to brand and company guidelines
Professionally represents the consumer affairs department with brand partners to drive change through the voice of our consumers. Accurately documents and reports on consumer interactions
Responsible for Proofing email correspondence and providing appropriate "how to" direction for first level associates



Qualified Candidates will have:

Bachelor's Degree
Strong and experienced customer service background
Agronomic or Horticultural background required
Attention to detail is a must
Experience utilizing CRM is a plus
Experience with utilizing multiple tools and emerging technology for social interactions
Possible travel to our contract center vendor - up to 10%
Ability to show superior analytical and troubleshooting skills
Ability to work cross functionally within the organization as well as with consumers
Ability to learn and adapt to new technical concepts and tools
Professional presence; ability to communicate effectively via phone & email
The ability to multi-task and good organizational skills suited for dealing with a number of cross-functional areas
Self-motivated to meet & exceed individual and department expectations
Demonstrated success in a frequently changing work environment


The starting budgeted pay range for this role will generally fall between $51,000.00 - $60,000.00 per year. Scotts will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.


Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel...

• Our Live Total Health program provides you with options to align to your personal needs. Selections range from medical, dental and visioncoverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%)as well as a 15% discount on company stock and much more
  
  


• We know ourtalent is our most precious asset and your unique development contributes to our organization's success now and in the future. Career growth at our company is not always a ladder. It's much more like a rock climbing adventure. Grow through exploration and experiences rather than a predictable linear path.
  
  


• We value the importance of family. We provide access to Maven Family Planning and up to $30,000 to accommodate for adoption, fertility and surrogacy.
  
  


• Be part of something bigger by joining one of our Employee Resource Groups focusing on diversity and inclusion, family, education and sustainability: Scotts Women's Network, Scotts Black Employees' Network, Scotts Veterans Network, Scotts Young Professionals, Scotts Pride Network (GroPride), Scotts Associates for a Greener Earth (SAGE), Scotts Family TREE and our Associate Boards.
  
  


• Join a company with a strong belief in giving back to the communities where we live and work. We have a shared passion for service and volunteerism and believe participating in community service benefits our communities and strengthens our team.
  
  

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent communities.


Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.


EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity


Notification to Agencies:


Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations. Apply Now