Customer Success Representative

About Hydrobuilder 

Hydrobuilder Holdings (HBH) was initially formed through the acquisitions of Hydrobuilder.com, a leading online retailer of hydroponics and horticultural supplies, GreenCoast Hydroponics, the second-largest hydroponics retailer in the United States, and Los Angeles, Calif.-based Elevated Equipment Supply, full-service equipment and supplies provider for the commercial cultivation and specialty agriculture industries. HBH has also acquired Way to Grow, a Colorado-based retailer of aeroponic, hydroponic, and greenhouse products, New England Hydroponics, a hydroponics retailer with locations in Massachusetts and Maine, as well as Home Grown Ventures (HGV) Nutrients, a manufacturer and distributor of a proprietary blend of water-soluble nutrients used for commercial agriculture. Together the six businesses create a leading omnichannel retailer of specialty agriculture and hydroponics equipment and supplies.  

 Overview: The Customer Success Representative has excellent communication and problem-solving skills, a strong attention to detail, and the ability to manage various support tasks efficiently. The CSR Sales Support plays a vital role in ensuring customer satisfaction, supporting the sales team, and contributing to the overall success of the organization. 

Key Responsibilities: 

• Provide exceptional customer service and support to clients via phone, email, and chat.
• Assist the sales team with administrative tasks, including preparing quotes, proposals, and contracts.
• Process orders, returns, and exchanges accurately and efficiently.
• Maintain accurate records of customer interactions, transactions, and sales activities using CRM software.
• Coordinate and schedule meetings, appointments, and follow-ups for the sales team.
• Handle customer inquiries and resolve issues in a timely and professional manner.
• Prepare and distribute sales reports, performance metrics, and customer feedback to the sales team and management.
• Assist with the organization and coordination of sales events, trade shows, and promotional activities.
• Ensure timely follow-up on sales leads and maintain a database of potential and existing customers.
• Support the sales team in the execution of marketing campaigns and initiatives.
• Perform other administrative tasks as required to support the sales and customer service departments.

Key Challenges: 

• Managing multiple tasks and priorities in a fast-paced environment.
• Ensuring the accuracy and completeness of customer and sales records.
• Maintaining effective communication and coordination with the sales team and other departments.
• Staying organized and meeting deadlines in a dynamic work environment.
• Providing exceptional customer service and support to a diverse client base.

Qualifications: 

• Minimum of 3 years of experience in customer service or sales support role.
• Proficiency in CRM software and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent organizational, time management, and multitasking skills.
• Strong verbal and written communication skills.
• High attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Strong problem-solving and decision-making skills.
• Experience with event coordination and marketing support is a plus.

Key Competencies: 

• Customer Service: Ability to provide exceptional support and maintain positive client relationships.
• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain an organized workspace.
• Communication: Strong verbal and written communication skills to interact with customers and the sales team.
• Attention to Detail: Ability to ensure accuracy and completeness in customer and sales documentation.
• Problem-Solving: Ability to anticipate issues, identify solutions, and implement effective strategies.
• Adaptability: Flexibility to adapt to changing priorities and demands in a fast-paced environment.
• Collaboration: Ability to work effectively with the sales team and other departments.
• Proactive Attitude: Taking initiative and being proactive in supporting customers and the sales team.

Benefits/Compensation

• Starting at $18-$20/hr. DOE
• 20-25hr/week schedule