Customer Care Representative

Location: In person at the Farmquarters in Gig Harbor, WA

Schedule: Monday through Friday, full time, plus weekends as needed

Overtime: As needed throughout the year, and required during our peak seasons. This includes, but may not be limited to: Mother's Day, Valentine's Day, Christmas, Thanksgiving, and Easter.

Reports to: Our Operations Manager and our Lead Customer Care Agent

Pay: $24 per hour

Benefits: Medical, dental, vision, paid time off, 401(k) with company matching, and more

Hey there, we're Farmgirl Flowers!

We're a woman-founded, direct to consumer ecommerce flower company that started back in 2010 in the dining room of a tiny San Francisco apartment. We've been bootstrapped ever since, which means we've built every bit of this thing ourselves - one bouquet at a time. Every order we send out starts off as one of our own designs, dreamed up at the Farmquarters, our home base and design studio in Gig Harbor, Washington.

Our customers send flowers for some of the biggest moments of their lives - birthdays and anniversaries and brand-new babies (to name just a few). But they also order bouquets for harder times, too, like a funeral or a "thinking of you" after a really rough year. 

Our Customer Care team is who our customers and recipients go to when they need help placing an order, or sorting out a shipping delay, or have another question about sending flowers. We're looking for someone to join the team who genuinely loves making someone's day a little better.

What you'll be doing:

• Talking with customers on the phone every single day, and answering them over live chat and email too, all in Gladly, our customer service platform. You’ll make sure every interaction feels like Farmgirl, which means making sure every written reply sounds like a person - not a robot or a form response - wrote it. Same goes for the on the phone - we don’t use scripts here. 

• Hitting our goals for response times and daily volume, b/c when someone's anniversary flowers are on the line, a thoughtful reply many days later doesn't help anybody.

• Helping with our Instagram, Facebook, TikTok, and other social media messages and comments, because lots of our customers like to reach out there, too.

• Digging into orders when something goes sideways. This means tracking down delayed packages, working with FedEx and UPS online and on the phone, and setting up redeliveries, replacements, and refunds when they're needed.

• Getting to know our bouquets, our flowers, and how to care for them well enough to answer questions with confidence. You’ll learn all about what's in season right now, why someone’s tulips are leaning toward the window, and what a guard petal is (and that’s just the start). 

• Keeping clear, thorough notes in Gladly and in our backend on every conversation, so whoever picks it up next knows the whole story and the customer doesn’t have to repeat themselves.

• Calming down a stressed-out gift-giver whose mom's birthday bouquet is running late, and making sure they feel taken care of before you hang up.

• Using AI tools like Claude every single day to research, draft, summarize, and find faster, smarter ways to do things, and then sharing what works with the rest of the team.

• Spotting patterns, like the same question popping up ten times before lunch or a carrier hiccup in one part of the country, and flagging them so we can fix the root cause and not just the ticket.

• Rolling up your sleeves during our peak seasons, Mother's Day, Valentine's Day, Christmas, Thanksgiving, and Easter, when the queue gets big and everyone jumps in. This means working longer hours, including (but not limited to) earlier mornings, into the evenings, and on the weekends, especially leading up to and coming out of these holidays.

• Helping keep the Farmquarters a place we're all proud of, which is something everyone here shares - dishes included!

Who we're hoping you are

We'll be honest with you right up front, because we'd want someone to be honest with us: people aren't always nice. Our orders are almost always tied to really big events, which means big feelings, too. And when a delivery is late or a bouquet doesn't look exactly like someone pictured, that frustration sometimes lands on whoever answers - and that means you. The person we're looking for can kill someone with kindness while still holding a firm, fair boundary, and then close the laptop at the end of the day without taking any of it home with them.

• You actually love picking up the phone. A big part of this job is talking to customers live, and we mean really talking to them, not hoping the call rolls to voicemail. We know just about everyone says they love the phone in an interview, so we mean it when we say this one's a must: the right person genuinely enjoys a real conversation with a real human, even one who's having a rough day. Honestly, real human connection is what sending flowers is all about, so it's what taking care of our customers is all about too.

• You've done this before. You have at least two years of customer service experience, ideally with a good chunk of it spent on the phone, whether that was at a call center, a hotel front desk, a busy retail counter, or somewhere else where real people needed real answers.

• You have thick skin. You know the difference between someone having a bad day and someone crossing a line, and you handle both with grace and without getting rattled.

• You stay warm when someone else isn't. You can say "here's what I can do for you" with a smile in your voice, even when the answer isn't the one they were hoping for.

• You're a problem solver. Not every situation comes with a script, so you think on your feet and find the fix that leaves the customer feeling taken care of and still makes sense for a small, bootstrapped business, because every refund and replacement really does add up for a company our size.

• You leave work at work. One grumpy email doesn't set the tone for your whole day, and it definitely doesn't come home with you for dinner.

• You're fun to be around. You don't take yourself too seriously, you laugh easily, and you make the people around you better at their jobs.

• You're great with technology. You pick up new software quickly, you're comfortable in help desk tools like Gladly (or Zendesk, Gorgias, or something similar) and in Google Docs and Sheets, and you're already using AI tools like Claude in your day-to-day work. We also exclusively use Apple computers, so you’re either Mac-savvy or can work to get there quickly.

• You write like a human. You’re clear, warm, and grammatically accurate, with zero corporate-speak. There’s no circling back or closing the loop over here - just real people and real talk. 

• You're organized. You can juggle a busy queue and keep track of the details so nobody falls through the cracks.

• You work hard, you're curious, and you have little to no ego. On a small team everyone helps everyone, and that matters a lot to us.

Bonus points if you've worked in ecommerce customer service, in gifting or floral, or through a busy holiday season and lived to tell the tale.

The Farmquarters is home to not only our design studio, but our corporate offices, too. It’s a farm-in-progress with WiFi and a conference room, and a barn with an eight-foot-tall chandelier in it (her name is Moira). Just like Farmgirl, it’s a mix of get-it-done and over the top. 

It’s a genuinely lot of fun to work here, and comes with a team that likes each other and a studio that's often full of flowers, but it's still a professional place of work. We take our customers, our craft, and each other seriously. If you're looking for a buttoned-up, super formal office, or, on the flip side somewhere so laid-back that anything goes, we're probably not the right fit. 

We'll also be upfront that peak seasons mean longer hours and weeks. If you're the kind of person who gets a little energized by a busy Mother's Day holiday (and maybe a fourth coffee), you'll fit right in. 

One last thing: this job description gives you a good picture of the role, but it isn't a complete list of every single thing you'll do, and like everything around here, it may change as we grow.

Does this sound like you? We'd really love to meet you!

How to apply

Send us your resume along with a short note, no formal cover letter needed, we promise. In it, tell us about a time you turned a frustrated customer into a happy one, and one way you've used AI or a new piece of software to make your work easier. 

Benefits

Employees (and their families) are eligible for medical, dental, and vision insurance. Basic life insurance and accidental death and dismemberment coverage are also available for employees. Employees can enroll in our Flexible Spending Accounts program and the company’s 401(k) plan, which includes a company match. Fringe benefits are available for this role. Lastly, this role is subject to our paid time off/sick policy.

The Legal Stuff

Equal Opportunity Employer: Farmgirl Flowers is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to their individual backgrounds and characteristics. We are committed to providing a workplace free of any discrimination or harassment. This commitment extends to all aspects of employment, including hiring, promotion, transfer, compensation, and termination. By submitting your application, you acknowledge and agree to the company's commitment to equal employment opportunities.

Essential Job Functions and Accommodations: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities, duties, or qualifications. Specific tasks and duties may vary based on business needs. Farmgirl Flowers is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process.

Fair Chance Hiring: Farmgirl Flowers will consider qualified applicants with a criminal history. You do not need to disclose your criminal history or participate in a background check until you receive a conditional job offer. After making a conditional offer and running a background check, if we are concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Recruitment Fraud: Beware of recruitment fraud and scams that involve fictitious job descriptions followed by false job offers. All legitimate job postings will require an application to be made directly on our official Farmgirl Flowers Careers website. Job-related communications will only be sent from email addresses ending in @farmgirlflowers.com. Please ensure that you’re only replying to emails that end with @farmgirlflowers.com.