Salary Range

　　USD $20.00/Hr. - USD $23.50/Hr.

　　Overview

　　The Job in a Nutshell:

　　Support the Customer Relations department, passionately drive customer satisfaction and support the organization’s mission by ensuring positive customer interactions, outstanding problem resolution, and continued customer loyalty. This position is fully on-site and requires 100% of the time be spent working from the SSC Lakewood office.

　　Responsibilities

　　Main Ingredients:

　　Provide personable and memorable phone, written, and email support for our customers

　　Support 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

　　Assist with 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

　　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, 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

　　Recipe for Success:

　　High School Diploma or GED required with a minimum of 1-year 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 is a plus

　　Fully versed in NGVC company policies, and awareness of department and manager responsibilities is a plus

　　Excellent written and verbal communication skills

　　Strong organization skills with attention to detail and ability to prioritize tasks

　　Knowledge and experience working with Microsoft Office required

　　Knowledge and experience working with Zendesk preferred

　　Knowledge and experience working with ClienLine preferred

　　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 them by their manager and/or other Store Support Center manager that might not be listed in this job description.

　　Benefits

　　Here’s an overview of the benefits we offer our good4u Crew to help ensure the health and wellbeing of you and your family, now and well into the future:

　　All Crew Members

　　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

　　At the heart of Natural Grocers' commitment to our community and crew is this belief: All people should be empowered to experience health and wellbeing! We cannot be true to this conviction without honoring diversity and cultivating inclusion throughout every aspect of our organization.

　　At Natural Grocers, we honor our differences, embrace diversity, and cultivate inclusion because both individual and societal health are rooted in these principles. Our Crew is diverse not only in gender, race, ethnicity, sexual orientation, religion, abilities, and age but also in cultural backgrounds, thoughts, and ideas. Celebrating our diversity refreshes, expands, and shapes our perspective, energizing our mission of equitable access to health and wellness for all. We welcome everyone who would like to join us in this mission, with gratitude for the unique life experience each person brings to the table. We’re committed to nurturing an ecosystem of diversity and inclusion in which our Crew can continue to thrive.

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　　LocationUS-CO-Lakewood

　　Job ID2024-26000

　　Address12612 W Alameda Pkwy

　　Work EnvironmentHybrid

　　CategoryHome Office

　　Salary RangeUSD $20.00/Hr. - USD $23.50/Hr.