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Customer Care Operations & Marketing Specialist - Full Time

Advancing Eco Agriculture is a leader in Regenerative Agriculture, a movement that is rapidly gaining momentum. Since 2006, AEA has pioneered innovative crop nutrition consulting and products, serving growers on over 2 million acres in North America and beyond. Our mission is to help growers make more money with less risk by producing healthier soil and more nutritious crops with consistently higher yields. By serving as a resource for Regenerative Agriculture farming systems, we strive to make a positive impact not only on the land, but also on the lives of farmers and food consumers everywhere, and the world as a whole. 


Learn more about AEA at www.advancingecoag.com and listen to our podcast at www.RegenerativeAgriculturePodcast.com.

 

We Believe in the Power of Outstanding Customer Experience: A great customer experience enables a company to thrive.

 

We want our customers to have a remarkably positive experience with our company, from their first impression to their full adoption of our proven Regenerative Agriculture programs and products. We believe in making a critical difference in modern agriculture by supporting one happy and successful farmer at a time. 

 

We believe that empowering growers and creating delightfully human customer experiences at every touchpoint will lead to great personal and professional gains for our customers, our company, and our team.

 

We believe that, in a world of increasing automation and digitization, the best customer experiences create authentic human connection and support. We seek a team member who enjoys engaging with people, learning about their challenges, and going the extra mile to help deliver value in a way that aligns with AEA values to ensure prompt, informed, and kind service at every turn. See our values here: www.advancingecoag.com/about.

 

We believe that, in order to consistently deliver the best possible products and services, we must take care of our team by investing in their personal and professional development, having fun while working hard, and fostering a positive team environment so that we can grow our business and the businesses of our customers. 

 

Position Description:

 

We seek a hands-on, collaborative, empathetic, and strategic Customer Care Operations Specialist. The candidate best suited for this position is a proactive self-starter, diligent worker, and resourceful individual with a foundation in customer experience. Background and knowledge of botanical science or agronomy are strongly preferred to join the expanding team at AEA. It is important that the person who fills this role aligns with our approach, is mission-driven, and possesses the capacity to quickly familiarize themselves with AEA products and services. You will work mostly within the Customer Care team and also occasionally within the Marketing team with some customer experience tasks as seen below.

 

Responsibilities:

 

  • Work to consistently provide outstanding customer experiences when handling customer communications, driven by a strong ability to proactively and reactively address customer concerns with efficacy, empathy, and patience.

  • Attend to inbound and outbound communication through multiple channels to connect with current and potential customers. 

  • Become an effective and proficient agent with our helpdesk and both our online and phone ordering processes.

  • Satisfy customer queries and requests directly or route the customer to the correct data, information, or sales team member. 

  • Screen, schedule, and hand-off target customers to consultant team members for a more customized consultation experience.

  • Track orders and shipments through fulfillment and instigate follow up in order to gauge customer satisfaction.

  • Coordinate with other departments and team members to document and resolve issues, and seek remedies to both emergent and persistent problems.

  • Monitor and answer social media comments.

  • Draft web pages with the marketing team.

  • Draft lead nurturing emails with the marketing team.

  • Discharge other duties as assigned.

 

Requirements:

 

  • Be an authentic, empathetic, open-minded, tactful, and professional person who genuinely enjoys creating rapport with others and who finds satisfaction in the power of human connection.

  • Demonstrate excellent written and verbal communication skills with the ability to effectively deal with escalated company needs.

  • Possess knowledge around the customer journey and sales funnel.

  • Possess the ability to explain complex concepts in short sentences.

  • Possess the ability to identify and bridge communication gaps. 

  • Possess a bachelor’s degree or equivalent experience.

  • Have at least one year in customer success, customer experience, customer care, customer service, social media community management and/or account management.

  • Demonstrate a high degree of competency with technology and a solid working knowledge of standard business software like G Suite and Office Suite. 

  • Possess the ability to work well in and across teams, as a collaborator and hands-on contributor.

  • Be agile with systems and process thinking.

 

Preferred Skills and Qualities:

 

  • Active interest in and willingness to gain/further agronomic knowledge as it relates to regenerative agriculture.

  • Working knowledge of Hubspot Service Hub Software, or similar, strongly preferred.

  • Experience with customer relationship management (CRM) software, like Salesforce or Hubspot, and  business phone system VoIP software, like Ring Central or similar. 

  • Experience with lead nurturing and drip email campaigns.

  • Possess a high degree of emotional intelligence.

  • Ability to maintain efficacy and comfort in a fast-paced environment.

  • Find that critical thinking and problem-solving are exciting to you.

  • Enjoy and thrive in working both independently and in team settings.

 

To Apply:

Send a cover letter - please, no templates, because we want to know WHY you think this position with AEA is the perfect fit for you! This doesn’t need to be lengthy, but it does need to convey your authenticity in a meaningful way.

  • Include CV/Resume and desired salary range.

  • Provide three professional references and three personal references.

  • Find and send a funny .gif speaking to job interviews, your personality, or agriculture. This is a fun way to sort through spam submissions and get to you, the human being.

  • Submit all materials via email to Eric Girdler, Chief Operations Officer, at hr@advancingecoag.com.

  • This position will remain open until filled, but the top priority will be given to candidates who apply on or before April 19, 2021.

 

Candidates who do not fulfill the above application requirements will not receive consideration.

 

This position is full-time, remote, 40-hours per week, and includes health benefits.

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