**NOTE: This position is eligible for 100% remote work. Candidates MUST reside in CT, LA, MA, MT, NC, NH, NM, UT, or VT. Local employees, defined as residing with a 1-hour commute to our Shelburne, Vt. headquarters, may be asked to come into the office occasionally.**

WHO WE ARE
At American Meadows (AMC), our purpose is Doing Good Through Gardening. Each day we are fortunate to be able to provide gardeners with the products, knowledge and inspiration to succeed. Customer service is the connection between the company and our customers. We are friendly, passionate, ready to understand our customers' needs and serve them with excellence.
We work with customers to find the right solutions for their yards and gardens, spreading the power of Meadowscaping and driving financial success for the company. We support customers across many steps of their journey with the brand, from purchasing to planting and plant maintenance.

By drawing on the extensive archive of knowledge on our sites and on our personal experience, we earn customer trust and bolster brand authority, creating customers who are highly brand loyal.
We provide key insights for the whole company to better understand our customers' needs, driving improvement in the customer experience.

If that sounds intriguing, read on...

OUR CHALLENGE
Gardeners work very hard for results that often do not arrive for months, or even years. We want to inspire and inform customers when they take the opportunity to contact us. We are always looking for ways to offer the right products to customers in the ways they best learn, shop and garden.

WHO YOU ARE & WHAT YOUD DO
Youll have the chance to help our gardeners create a greener world and do a little good through gardening! Some days you will speak with gardening professionals, and you may learn something new from their experiences. Other times you will have the pleasure of working with a customer who is brand-new to gardening and needs your advice. That is one of the many wonderful parts about this job; its having the opportunity to continuously learn more about the gardening world, while being able to pass on your passion and knowledge to others!
It is not necessary for you to be a Master Gardener to join our team, as the gardening world is so vast and there is always more to learn. We have a staff of experts who love sharing their knowledge to help you become a true Garden Guru! However, we do ask that you have a passion to dig in the dirt and are excited to learn more about our products.
While we spend most of our day helping our gardeners create a greener world, you will need to be able to also navigate our websites and internal systems to either assist with placing an order or answer questions about an existing one.

A DAY IN THE LIFE OF:
Grab a cup of coffee, water your desk plant, turn on your computer and two monitors (provided by American Meadows), clock in and check in with team on Microsoft Teams (where we do all internal communication).Sign into Acumatica (our internal inventory management tool and customer database) and log into the VoIP phone system or our email program.Begin answering calls or emails to aid customers in placing new orders, checking on existing orders, adding to an order, or troubleshooting on an order they received. In one conversation, you may be referencing information on three different websites, entering customer information into our internal system, looking up inventory and shipping dates of a plant, and reviewing internal communication about any current sales that the customer may be interested in.Your at-home office is private and quiet so that you can take calls in an undisturbed setting, and your screen is not visible to anyone else who may be in your home. You must have high speed internet to take VoIP calls and team meetings through video conferencing tools.Once youve worked for a few weeks, you will participate in a call/email quality review where one of your call recordings or email conversations is randomly selected for a coaching session. We focus on continuous improvement, so you can expect this review will include acknowledgement of what you are doing well and advice on where you can grow. All colleagues continue to receive periodic quality reviews, no matter how long they have worked for American Meadows.

BEFORE YOU APPLY, PLEASE KNOW:
Attendance at all training days is mandatory.Training is Monday through Friday, 10:00 AM to 4:00PM EST; the first training session is on September 9.After the first week of training, you will be audited by our trainer to make sure you are successful in your new role. There will be follow-up training to cover more in-depth topics once you have a handle on your daily flow. In the meantime, you will continue to work your regular schedule.All calls are recorded for quality assurance and monitored for coaching purposes.Required monthly team meetings from 5pm 7pm EST on every Third ThursdaySchedule: Shifts are available from 8:45 AM to 5:00 PM ESTOR 11:00 AM to 7:00 PM EST, plus Saturdays from 8:45 AM to 5:00 PM.You and your supervisor will discuss which days/week are available and you can set an on-going schedule for the season.You must be able to work at least two Saturday shifts each month. March through May is our blackout period for vacation and no extended time off during those months will be approved.Computer equipment: The company will provide you with a desktop computer (can be connected to WIFI), two monitors, a keyboard, mouse, headset and webcam (for internal team video meetings & training).You will be required to sign an agreement for the care of company equipment and return upon completion of employment. If you experience any computer failure, youll need to notify our IT department immediately.

OUR CULTURE
We dont just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers, and our community.? We are introverts, extroverts, and everything in between.We have (at least) one week dedicated each year to dressing up in costumes.Meetings are banned until after lunch each day.Youll keep a pair gardening shoes and slippers in your office locker (when working in-office).Dogs, yoga, bagpipe parades and taco trucks all make appearances during our Build Weeks.We embrace memes.Dont Stop Believin is our national anthem.

THE PERKS
The usual, but very important, things like health, vision, dental (all of which the company contributes to), as well as a matching retirement plan and company paid Life Insurance and Disability.Additional optional benefits include a Health Savings Account (HSA), an Employee Assistance Program through InvestEAP, and access to discounted college courses and certificate programs through Champlain Colleges TruED program.Time to rejuvenate your mind and spend time with friends and family is very important.Were life-long learners and want you to be inspired to grow, whether its through Master Gardener, an Excel class, or want to be more informed in ways to support our Diversity, Equity and Inclusion efforts.We share in our financial success, and youll receive an incentive payout when we achieve our financial and project goals.The best way for you to connect with our products is by digging in the dirt and gardening with our products. We offer at-cost product discounts and at the end of each season, with any remaining unsold products, we give them out to our employees and the community to fuel more gardening passion!

HOW TO APPLY?
If this work sounds invigorating and youre excited to learn more, please complete Step 1:

"Problem solving is an important part of customer service. As a CSR at American Meadows, you will be expected to gather information from our website and our internal systems to provide answers to customers. In cases where a customer's request cannot be met, you will need to think creatively about how best to satisfy a customer's request within our established policies and procedures. Tell us about a time at work when you had to analyze information and use it to solve a problem in the best possible way."

Dont go overboard This is a simple writing exercise and a chance to get a sense for how you go about your craft. Also include a resume, but please focus on the first aspect as its the key to proving that youre the right fit.

American Meadows is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.