Customer Service Escalation Agent

Job Title: Customer Service Escalation Agent

Location: On-site in Gig Harbor, WA

Type: Full-Time, Non-Exempt

Reports to: Operations Manager

Compensation: $28.00/hr + medical/dental, 401k match, and PTO

About Farmgirl Flowers

At Farmgirl Flowers, we’re on a mission to deliver joy through thoughtfully designed flower arrangements that are anything but ordinary. We’re a bootstrapped, female-founded and predominantly female-run, and values-driven company that believes in hard work, creativity, and doing the right thing—even when it’s the hard thing. If you love rolling up your sleeves, leading by example, and thrive in fast-paced, ever-changing environments, you might be a great fit to join our team!

About the Role

If you (a) have never found a rabbit hole you didn’t want to get to the bottom of; (b) can hold empathy for the customer and bottom line-based boundaries in equal measure; and (c) keep cool as a cucumber under pressure (read: live—on phones or in person—with real customers), then this is the role for you.

From nailing down the who/what/where/when/how of orders that are MIA in our carriers’ networks to dotting the i’s and crossing the t’s of highest touch orders, the Escalation Agent will be the go-to expert for the Farmgirl Flowers customer experience. Working closely with Operations, Product, Leadership, and other departments, this role ensures that customer emails, chats, voicemails, phone calls, texts, and reviews are proactively monitored and promptly answered—always to brand standards.

This is not an easy role. You’ll be talking to upset customers—sometimes all day long. Some will be kind, many will not. The right person for this job can handle frustration, disappointment, and tension without taking it personally. You’ll need to show up calm, collected, and ready to help, no matter what kind of day the person on the other end of the line is having. If you're thin-skinned or easily rattled, this won't be a good fit—and that's OK. But if you're grounded, resilient, and genuinely care about helping people (even when they're having a tough moment), we’d love to meet you.

Our customers are everything to us—so this isn’t just about checking boxes. It’s about talking to people like people (not scripts), solving problems with empathy and urgency, and making sure our customers feel cared for. The primary metric for success in this role is recovering poor customer experiences, rebuilding trust, and simplifying even the most complicated issues.

This role is on-site in our Gig Harbor HQ (we’re serious—please don’t try to convince us otherwise 😉), and comes with a “whatever-it-takes” mindset during our busiest seasons. You’ll need to be flexible with your hours and willing to work overtime, especially around major floral holidays like Mother’s Day, Valentine’s Day, Thanksgiving, and Christmas. PTO blackout periods apply during these times so we can deliver the best for our customers when it matters most.

We take the first 90 days to make sure it’s not just a good fit—it’s the right fit because we’re building a team that sticks.

What You’ll Do

First and foremost, you’ll work closely with the rest of the Customer Care Team to manage the queue—and take the lead on the toughest customer issues. These are the cases that can’t be solved with a script. The ones where things went wrong, tensions are high, and we need someone who can step in with empathy, think critically, and make it right—fast.

This role isn’t just about putting out fires—it’s about restoring trust, owning the resolution, and doing it all with warmth, clarity, and a steady hand. You’ll need to be calm under pressure, communicate like a human (not a robot), and leave customers feeling truly cared for—even when their experience didn’t go as planned.

You’ll also:

• Respond to customer messages via Sprout Social (DMs/comments) and Attentive (texts)—our tone should feel like “a friend who’s got your back”

• Navigate internal systems to research orders, pull tracking, modify deliveries, and get to the bottom of what went wrong

• Tailor your responses to each situation—no canned copy/paste here

• Keep accurate, detailed records of every interaction—because if it’s not written down, did it really happen?

• Spot patterns in product or delivery issues and flag them fast so we can stay ahead of them

• Help coach your fellow Care Team members to reduce preventable escalations

• Stay in the know on current promos, product updates, and service changes by keeping up in Slack and internal comms

• Use AI tools to sharpen clarity, tone, and impact—while making sure the final message still feels like it came from a real human (that’s you!)

What You Bring