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.

Applications are accepted by the date below, which may be updated if the hiring timeline is extended.

03/14/2025

Main Ingredients:

1. Provide personable and memorable phone, written, and email support for our customers
2. 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
3. Respond to all feedback provided to customer relations with sufficient resolutions in a timely manner with a primary focus on world class customer service
4. 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
5. Use written, verbal, and digital communication to engage in both positive and negative customer feedback
6. Assist with customer issue management process and escalate customer crisis communications quickly
7. Follow established escalation paths for customer support issues and execute processes to ensure follow-up with unsatisfied customers, issue resolution, and customer satisfaction
8. Use company established scripts for common customer complaints, concerns, or requests
9. Assist store Crews with customer issue management, being sure to provide world class customer service to all parties
10. Work with various Store Support Center departments to find resolutions to customer inquiries, including Purchasing, Marketing, Operations and Human Resources
11. Understand our customers' needs, provide options, set expectations, manage situations that emerge and see them through to resolution – including escalating to Customer Relations Manager
12. Fulfill customer SCRIP card orders weekly
13. 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.

Recipe for Success:

1. High School Diploma or GED required with a minimum of 1-year customer service experience
2. Excellent customer service skills to interact with internal/external customers, vendors and outside organizations
3. 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
4. Fully versed in NGVC company policies, and awareness of department and manager responsibilities is a plus
5. Excellent written and verbal communication skills
6. Strong organization skills with attention to detail and ability to prioritize tasks
7. Knowledge and experience working with Microsoft Office required
8. Knowledge and experience working with Zendesk preferred
9. Knowledge and experience working with ClienLine preferred
10. Must enjoy speaking on the phone
11. Ability to multitask in a fast- paced environment
12. Must be a true "people person”
13. Self-starter attitude with an ability to work independently
14. 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.