Yard Advisor, Customer Service

Title: Yard Advisor

Classification: Nonexempt

Benchmark: Customer Service, Support 3

Department: Customer Service

Reports to: Head of Customer Service

Direct Reports: N/A

Type: Remote

Number of Hours: Ideally FT, 38.5 hrs/week through September 2024, but open to exceptional PT candidates 

Total Hires: 1

Pay: $20 - $25/hr, 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.
Providing a high level of customer satisfaction by focusing on 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 return 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, Empathy.