Grove Guide (Phones Support) at Grove Collaborative
Portland, ME, US
Grove Collaborative is a digitally native brand and direct-to-consumer e-commerce platform for natural home and personal care products. With a mission to help every family create a healthy, beautiful home, Grove offers a flexible recurring shipment model and gives each customer a personal shopper and solution provider, a “Grove Guide.”
 
We are a B Corp - a group of about 2500 companies (like Patagonia, Ben & Jerry's and Coffee By Design) that prioritize social and environmental impact as well as profits. We can only do well if our community, environment, employees, and customers do well too.
 
We sell real things to real people, and make an impact
Our customers are real families across the United States. We’ve helped hundreds of thousands of families make better decisions and use more sustainable products. At Grove we believe that conscientious choices are not just for the few.
 
We are in a truly massive market
Laundry detergent alone is a $130bn global market. And there's been little innovation in the past decade. Across consumer goods, it's the same products, sold at the same brick and mortar grocery stores. We can do better for our customers, and for the world.
 
 
The Role
This is a full-time role (40 hours/week) with a Monday - Friday schedule.
 
A Grove Guide is dedicated to making an incredible experience for each Grove Collaborative customer. Grove Guides are exceptionally knowledgeable about all the products we sell – they can make phenomenal recommendations, answer questions, and generally be a friend on the inside at Grove!
 
Grove Guides get to connect our customers to our company. Your amazing personality will shape the voice and face of Grove, supporting thousands of customers a week. We're looking for an amazing addition to our rapidly growing customer happiness team who will help cultivate the culture of this department!  

Company Approach

    • You’ll work with an awesome team who is driven and loves to collaborate. We have the mindset of being greater than the sum of our parts.
    • We love to learn from each other – you will be working with all departments in the company to find scalable solutions and improve the customer experience.
    • We care about doing things the right way – from compost in the office to carbon-offset shipping for our customers.
    • We all play up and do big things, and are fearless enough to get in the weeds and help with anything.

The Opportunity - General Expectations

    • A successful Grove Guide is a driven self-starter that has elite problem-solving skills.
    • You love working with and interacting with people via telephone (most of the time) and written conversations.
    • Your job will be to make sure every customer feels loved, appreciated and 100% happy, all of the time.
    • If a customer is upset, you don't take it personally. Instead, you empathize, relate, and resolve the issue.
    • You aren’t afraid of a fast-paced environment, where you can make a difference quickly and in the moment.
    • You are not afraid of rapid change and an evolving company 
    • You are a proactive self-starter who loves a good problem to solve promptly. 
    • You are detail oriented, love to work hard, learn fast, and want to make an impact right away.
    • You have exceptional verbal and written communication skills, as well as being organized and computer savvy.
    • You have used the telephone as a primary communication tool before in either a sales, support, or customer service capacity, and you are comfortable assisting clients over the phone.
    • You have experience in Zendesk or other customer service software.
    • You have a strong desire to assist and educate customers.
    • You are comfortable listening to and reflecting on your phone interactions in one-on-one and group coaching conversations.

The Opportunity - Responsibilities

    • Approximately 80%* of your day will be spent responding to incoming calls and interacting with customers via telephone, utilizing multiple platforms, and identifying and solving customer needs in a caring and timely manner. (*This percentage may vary based on customer inquiry volume and business needs.) 
    • You are responsible for analyzing your daily metrics.  For example, average talk time, average resolution time, customer satisfaction level, and various other metrics. 
    • You will maintain proper phone call notes recapping the customer's inquiry, resolution, and any actions that were taken. 
    • You will be responsible for arriving on time and ready to take calls at the start of your phone shift.
    • After 90 days of onboarding, you should be fully comfortable in your role and may have the opportunity to work cross-departmentally on projects. 

The Opportunity - Qualifications

    • At least one year working in customer service or a related field.
    • A desire to help people and improve the customer experience.
    • Comfortable with ambiguity and resilient when facing rapid change.
    • Superb attention to detail
    • Excellent time management skills.
    • Able to work independently with minimal supervision.
    • Able to work at a fast pace; often with unscheduled interruptions.
    • Excellent verbal and written communication skills.

Physical Requirements

    • Able to mentally focus and problem solve for ~7.5 hours/day in an indoor, open-concept office environment with exposure to many co-worker conversations at once and occasional music.
    • All-day use of computer: able to focus on a computer screen (laptop screen and/or desktop monitor) for ~7.5 hours/day
    • Able to effectively communicate in-person, by telephone, and via other electronic means (e.g., email, text, etc.)
    • Able to sit and/or stand for long periods of time (adjustable height desk and soft work spaces provided)
    • Able to use: hands to fingers; handle or feel; and reach with hands and arms
    • Able to lift up to 20 pounds occasionally (e.g., desktop monitor, chair, etc.)

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