Customer Care Coordinator

Company Overview  

Temporary Part-Time - Customer Care 

Botanical Designs is seeking a Customer Care Coordinator for a temporary part-time position. This role is expected to last for 3 (three) months, with up to 30 hours per week. 

Botanical Designs and its affiliates, Foliage Design Systems, McCaren Designs and Good Earth are a creative and dynamic company specializing in interior and exterior landscaping, as well as seasonal holiday décor installations. Our mission is to transform commercial spaces into visually stunning environments that reflect beauty, festivity, and functionality. We are passionate about our work and committed to delivering high-quality design and installation services to our clients. 

Summary Description:

The Customer Care Coordinator (CCC) is pivotal in upholding Botanical Designs' reputation for unparalleled customer service and exemplifies its core value of Responsive. The Customer Care Coordinator focuses on customer satisfaction, while being responsive to the customer and collaborative to the internal team at Botanical Designs. The Customer Care Coordinator position is accountable for fielding and coordinating general inbound inquiries to the company, including relaying inbound calls, leads, customer items/issues, contracts, and more to the appropriate parties within the company.  

Job Duties and Responsibilities (Essential Functions):

• Coordinate relevant customer service activities 

• Be the “Front Line” for inbound customer service for the company 

• Care@botanicaldesigns.com email address monitoring 
• Inbound phone and web lead form monitoring 
• Routing inbound cases to managers or correct account manager 

• Monitor Salesforce, emails, and phone messages throughout workday and respond in a timely manner, always following the company “Sunset Rule” for internal and external communications. 
• Update and utilize Salesforce in daily work, keeping accurate and up-to-date records on all accounts. 

• Assist other branches and locations with CCC duties as required, working as a team with other CCCs in other branches to provide top-notch customer service and responsiveness company-wide, from coast to coast.  
• Serve as the Account Manager for select accounts, ensuring that customer concerns are routed to the correct stakeholder within the company and monitor the resolution of all issues, and “close the loop” with the customer following the resolution of the issue to ensure customer satisfaction.  

• Create a case for each concern or issue raised for the customer, notify the appropriate stakeholder in the company about the issue and create child cases as appropriate, and follow up with the customer at a minimum of once every 7 days to provide updates until the issue is resolved and the case is resolved. 
• Work with Branch Leadership to prepare budget spreadsheets (if applicable to the account)  
• Conduct frequent account check-ins and log in salesforce, ensuring that at least two unprompted check-ins are completed (defined as a conversation with a customer, not just an email) a year. 

• Send out the Net Promoter Score survey to customer contacts with an active service contract once per quarter. 
• Other duties as prescribed by your Branch Leadership. 

Knowledge/Skills/Abilities:

• Proven experience as a customer service representative, office assistant, virtual assistant or in another relevant administrative or customer service role. 

• Loves working with people whether in-person, via phone, or via email. 
• Knowledge of “back-office” computer systems (SalesForce.com or equivalent exper