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TITLE

 

Grove Guide (Night Team)

COMPANY

 

Grove Collaborative

LOCATION

 

Portland, ME, US

Description

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 creating an incredible experience for each Grove Collaborative customer. Grove Guides are incredibly knowledgeable about all the products we sell. They are experts at making great recommendations, answering questions, and generally being 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, interacting with thousands of customers a week. You are an amazing addition to our rapidly growing Community Connection team and will help cultivate the culture of this department! 

General Expectations

    • You will interact with customers via the phone, email, text, and live chat
    • You are comfortable listening to and reflecting on your phone interactions in one-on-one and group coaching conversations
    • You enjoy educating customers and going the extra mile to make sure they are 100% happy!
    • You are a driven self-starter, proactive, and demonstrate problem-solving skills
    • You have a user-driven perspective and advocate for amazing customer experiences
    • You aren’t afraid of a fast-paced environment and adapt to change quickly
    • You are comfortable working on multiple computer screens throughout the duration of your shift

Responsibilities

    • Your day will be broken into different communication channels and your schedule will be determined by your supervisor. These channels include but are not limited to phone, email, text, live chat and any other systems or channels Grove may implement. 
    • A Grove Guide’s performance is measured based on hourly, daily, and weekly metrics. Ticket count expectations are set during onboarding and are subject to change based on the needs of the business.
    • You are responsible for meeting and exceeding all set metrics and should be able to do so with minimal assistance after 90 days.
    • You are responsible for analyzing your daily metrics.  For example, average talk time, average resolution time, and customer satisfaction level.
    • You will maintain proper phone call notes recapping the customer's inquiry, resolution, and any actions that were taken.
    • Most importantly you are responsible for representing Grove’s values in all of your customer interactions!

Qualifications

    • Excellent written and verbal communication skills
    • Comfort with ambiguity and resilient when facing rapid change
    • Superb attention to detail
    • Excellent time-management skills
    • Able to work at a fast pace; often with unscheduled interruptions
    • Able to work independently with minimal supervision
    • A desire to help people and improve the customer experience
    • Zero to 2 years of experience in customer service (that’s right, this could be your first customer service job!)
Let’s do this
 
We're building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come join the community at Grove. It's a heck of a lot of fun, and we'd love to tell you more about it.
 
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Talent@grove.co.

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