Consumer Services Intern
Scotts Miracle-Gro

Job Info

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Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Every Associate plays an important role in providing innovative solutions for today's gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders.

The goal of the Consumer Services internship is to help individuals learn more about the ScottsMiracle-Gro consumer by giving them direct access to resolving consumer questions and complaints, and pulling and reviewing consumer feedback data in order to create and present compelling reports and stories for business partners across the company.

Responsibilities and Duties:

• Resolves consumer questions and complaints through a number of channels including phone, email, chat, text, and social media.
  
• Accurately documents and reports on consumer interactions, and professionally represents the consumer services team with brand partners to drive change through the voice of our consumers.
  
• Responsible for a variety of projects and tasks as deemed necessary for optimal consumer experience. Projects can include writing product and process scripts and interacting with internal partners on specific consumer-facing projects.
  
• Supports third-party teams with questions and resolutions in line with company and brand expectations.
  
• Reviews technology set-up and functionality, uses troubleshooting skills, and escalates any disruptions to correct business partners with an appropriate sense of urgency.
  
• Completes process mapping exercises and makes recommendations for streamlined processes and configurations in order to provide optimal management of consumer interactions.
  
• Recognizes potentially sensitive situations and follows escalation protocols to limit risk and alert appropriate brand contacts and leadership accordingly.
  
• Assists CS Operations team with FIFRA 6(a)(2) reporting. Compiles information on potential adverse effects and submits documentation to the Regulatory department and other business partners and agencies as appropriate.
  
• Reviews consumer feedback as documented in Salesforce CRM and organizes data into clear, actionable, and meaningful reports.
  
• Uses data to determine recommendations for improvements to consumer and brand experiences and presents to brand and marketing partners.
  

Minimum Qualifications:

• Experience in consumer-facing roles (retail, service, hospitality industries) is a plus
  
• College course studies in Human Behaviors (Psychology, Sociology), Marketing, Data Science, Communications, Business, Hospitality, Risk Management
  

Knowledge & Skills:

• Strong verbal and written communication skills
  
• Strong aptitude for new/emerging technologies
  
• Excellent analytical and troubleshooting skills
  
• Excellent time management skills with the ability to multitask and prioritize workload across functions
  

Our commitment to LiveTotal Health puts the wellness and safety of our associates and their families as the top priority. Throughout the COVID-19 pandemic, ensuring associate safety has been a primary focus for all of us at Scotts. With the continuing pandemic, we remain committed to doing everything we can to keep our associates healthy and safe. As such, we are requiring certain associates to get a COVID vaccine*. This safety measure will help protect our associates, our families and our communities. We recognize a medical or personal circumstance may prevent you from meeting this requirement and we have a process to address those concerns.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.

*Except where prohibited by state or local law

This job has expired.