Customer Care Representative

Job Title: Customer Care Representative

Location: On-site in Gig Harbor, WA

Type: Full-Time, Non-Exempt

Reports to: Customer Care Manager

Compensation: $24.00/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

We’re looking for a customer-obsessed, service-driven Customer Care Associate to join the frontlines of our customer experience. You’ll communicate with our customers via email, phone, chat, and social (Gladly, Instagram, Facebook, and our 1-800 line), helping ensure that every interaction feels just as warm and thoughtful as the flowers we send.

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.

Every day, you’ll need to balance this customer-first brand standard with efficiency goals and communication quotas to ensure that our customers receive not just great service—but timely service. It’s a job that requires both heart and hustle.

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 around these holidays so we can deliver the best for our customers when it matters most.

What You’ll Do

• Partner with the Customer Care Manager and fellow team members to manage the customer care queue—responding to emails, live chats, and phone calls via Gladly.

• Respond to story tags, DMs, post comments, and more on our corporate Instagram and Facebook accounts using Sprout—making sure every customer interaction reflects our brand voice and values. 

• Monitor incoming service requests via Attentive, our SMS marketing platform, and reply promptly and thoughtfully.

• Use Farmgirl’s brand voice across all communications—whether written or spoken—to ensure responses are thorough, human, and ideally solved in one touch. Our voice should feel more like you're talking to your best friend than handling a typical business interaction—so you'll need to be comfortable communicating with warmth, clarity, and authenticity.

• Navigate Farmgirl’s internal system to research and resolve customer issues. This includes reviewing order and account details, checking product availability, modifying orders, pulling tracking info, setting up redeliveries, and more.

• Diligently record escalations, updates, and all customer interactions in the appropriate customer and order profiles.

• Proactively identify and quantify quality or delivery issues—and escalate to the Customer Care Manager. This includes requesting and logging customer feedback and photos when needed.

• Keep up with current promotions, service updates, product launches, and other timely info by actively monitoring dedicated Customer Care Slack channels.

• Meet (and aim to exceed!) your individual goals for contact resolution time and quality—because great service also means fast service!

What You Bring

• At least one year of customer service experience that included responding to customer emails, live chats, and voice calls using a customer support platform. Experience with Gladly is a plus, but not required—we’re happy to teach the right person!

• Exceptional written and verbal communication skills—you know how to be clear, kind, and human in every interaction.

• Strong computer skills, including typing and data entry, with a focus on accuracy, speed, and attention to detail.

• A positive attitude and the emotional intelligence to stay calm and kind—even when things get stressful or a customer’s having a tough day.

• The ability to seamlessly switch between tools like Gladly, Farmgirl’s internal systems, Slack, and more—especially when handling live conversations via chat and phone.

• Comfort using both Mac/Windows operating systems and cloud-based collaboration tools like Google Drive, Docs, and Sheets.