Natural Grocers Hiring for Customer Service Specialist Job at Lakewood, CO Full Time

Passionately drive customer satisfaction and support the organization’s mission by ensuring positive customer interactions, outstanding problem resolution, and continued customer loyalty. This position supports customers through email, phone calls, and web contacts, and is responsible for ensuring a world class experience in every interaction with both store Crew and customers.

Responsibilities:

• Provide personable and memorable phone, written, and email support for our customers and store Crew
• Work within the Natural Grocers customer relations department, including tracking, responding to, and escalating customer service feedback to the Customer Relations Manager and Director of Store Operations – Store Support Center
• Respond to all feedback provided to customer relations with sufficient resolutions in a timely manner with a primary focus on world class customer service
• Communicate reoccurring feedback to Customer Relations Manager and Director of Store Operations – Store Support Center in a timely manner with specific attention to resolving issues
• Use written, verbal, and digital communication to engage in both positive and negative customer feedback
• Work alongside the customer service team for the customer issue management process and escalate customer crisis communications quickly
• Follow established escalation paths for customer support issues and execute processes to ensure follow-up with unsatisfied customers, issue resolution, and customer satisfaction
• Use company established scripts for common customer complaints, concerns, or requests when appropriate
• Communicate to customers and store Crew in a kind, caring, and helpful manner, always looking to resolve their issue
• Assist store Crews with customer issue management, being sure to provide world class customer service to all parties
• Work with various Store Support Center departments to find resolutions to customer inquiries, including Purchasing, Marketing, Accounting, Operations and Human Resources
• Understand our customers’ needs, provide options, set expectations, manage situations that emerge and see them through to resolution – including escalating to Customer Relations Manager
• Fulfill customer SCRIP card orders weekly
• Creatively troubleshoot any challenges that arise

Although this is a general outline of job responsibilities all employees are expected to be “hands on” and do whatever it takes to get the job done and make the company thrive.

Qualifications:

• High School Diploma or GED required with a minimum of 2-years customer service experience
• Excellent customer service skills to interact with internal/external customers, vendors and outside organizations
• Familiar with Natural Grocers by Vitamin Cottage, NGVC, policies and procedures as well as with NGVC products and vendors and their representatives required
• Fully versed in NGVC company policies, and awareness of department and manager responsibilities is a plus
• Excellent written and verbal communication skills with the ability to provide kind, caring, helpful communication
• Ability to resolve escalated customer concerns in a calm and caring manner
• Strong organization skills with attention to detail and ability to prioritize tasks
• Knowledge and experience working with Microsoft Office
• Must enjoy speaking on the phone
• Ability to multitask in a fast- paced environment
• Must be a true “people person”
• Self-starter attitude with an ability to work independently
• Proficient in Spanish is a plus

This job description is not an employment contract. It does not guarantee a job or that the above listed duties are the limit of responsibilities. The job and job description are subject to change with and without notice. Employees are required to accomplish any and all tasks assigned to him/her by their manager and/or other Store Support Center manager that might not be listed in this job description.

Benefits:

• Birthday Bonus Pay
• Vitamin Bucks (up to $2,080 earned as store credit annually)
• Holiday Pay for 5 Holidays – Stores Closed
• Paid Time Off (sick days and vacation) that Increases with Tenure
• Paid Nutrition Education
• good4u Crew Member Discount
• {N}power Program (customer appreciation and rewards program)
• Regular, Scheduled Pay Increases
• Advancement Opportunities and Career Development
• Health and Wellness Program
• Employee Assistance Program (EAP)
• Employee Referral Program

Full-Time Crew Members (30+ hours/week)

• Medical, Dental and Vision Insurance
• Paid Parental Leave
• Paid Medical Leave (through company paid short-term disability insurance)
• Company Paid Short-Term Disability Insurance
• Company Paid Life Insurance
• Voluntary Benefits Including Hospital Indemnity, Accident Insurance, Long-Term Disability Insurance, Term Life Insurance
• Retirement Savings Plan (401k) with discretionary Company Match
• Healthcare and Dependent Care Flexible Spending Account (FSA)
• Health Savings Account (HSA) with Company Match

Diversity Statement