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TITLE

 

Grove Guide

COMPANY

 

Grove Collaborative

LOCATION

 

San Francisco, CA, US

Description

The Role
A Grove Guide is dedicated to making an incredible experience for each Grove Collaborative customer. Grove Guides are incredibly knowledgeable about all the products we sell -- they can make great 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, touching thousands of customers a week. You are an amazing addition to our rapidly growing community happiness team who will help cultivate the culture of this department!

Role Expectations:

    • You will interact with customers through phones, tickets, live chats, social media, and any new medium that our team may implement.
    • You are a driven self-starter, proactive and demonstrates proven problem-solving skills.
    • You have a user-driven perspective and advocate for amazing customer experiences.
    • You will be the face and voice of the company.
    • You aren’t afraid of a fast-paced environment where you can make a difference quickly.

Your Responsibilities:

      • Your day will break up into different communication channels and your schedule will be determined by your manager. The channels that Grove Guides are responsible for being on each day are: emails and SMS (tickets) through Zendesk, Live Chat through Zendesk, phones through Zendesk, and any other channel/platform our team may adapt.
      • Grove Guide performance is measured by a daily ticket count as determined by your manager. Ticket count expectations are set during onboarding. You are responsible for hitting the goal and should be able to do this with minimal supervision after 90 days in the role.
      • After 90 days of onboarding, you will start to work cross-departmentally and work on projects with other departments in the company. The department/projects are determined by you and your manager and will need final approval from your manager before you begin working on any projects. Your time will break up into 80% working on customer support and 20% of your time will be spent working on cross-departmental projects. This is subject to change with volume of customer inquiries.
      • You will be apart of a team within the department that is focusing on a new project for the company. This project is focused on calling customers and introducing these customers to new products. The majority of your day will consist of conducting customer calls and explaining the products that Grove carries. You should feel comfortable talking on the phone for a good portion of the day.
 
    • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

About You:

    • Excellent written and verbal communication skills required
    • Comfort with ambiguity and resilient when facing rapid change
    • Superb attention to detail
    • Excellent time-management skills
    • A desire to help people and improve the customer experience
    • Bachelor's degree preferred
We are remaking the future of consumer goods and want you to join us.
 
If you join us you’ll get:
- Competitive compensation
- Stock options -- shared success is core to our mission
- Comprehensive medical, vision, dental and commuter benefits
- Wellness programs like quarterly massages and weekly meditation
- A shiny Mac and the other productivity accessories you need
- Flexible Paid Time Off -- we care most about results
 
We also have:
- A beautifully designed open office Located at Polk & Pine St in San Francisco near lots of delicious cafes & restaurants
- Fully stocked communal kitchen with healthy snacks and on tap Kombucha
- A cozy "quiet room" for focused work or meditation
- A handful of friendly, productivity-enhancing (...mostly) small office dogs
 
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.

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