Customer Care Representative
Gig Harbor, WA, United States of America
Gig Harbor, WA, United States of America
Job Title: Customer Care Representative
Location: On-site in Gig Harbor, WA
Type: Full-Time, Non-Exempt
Reports to: Customer Care Manager
Compensation: $24.00/hr + medical/dental, 401k match, and PTO
At Farmgirl Flowers, we’re on a mission to deliver joy through thoughtfully designed flower arrangements that are anything but ordinary. We’re a bootstrapped, female-founded and predominantly female-run, and values-driven company that believes in hard work, creativity, and doing the right thing—even when it’s the hard thing. If you love rolling up your sleeves, leading by example, and thrive in fast-paced, ever-changing environments, you might be a great fit to join our team!
We’re looking for a customer-obsessed, service-driven Customer Care Associate to join the frontlines of our customer experience. You’ll communicate with our customers via email, phone, chat, and social (Gladly, Instagram, Facebook, and our 1-800 line), helping ensure that every interaction feels just as warm and thoughtful as the flowers we send.
Our customers are everything to us—so this isn’t just about checking boxes. It’s about talking to people like people (not scripts), solving problems with empathy and urgency, and making sure our customers feel cared for.
Every day, you’ll need to balance this customer-first brand standard with efficiency goals and communication quotas to ensure that our customers receive not just great service—but timely service. It’s a job that requires both heart and hustle.
This role is on-site in our Gig Harbor HQ (we’re serious—please don’t try to convince us otherwise 😉), and comes with a “whatever-it-takes” mindset during our busiest seasons. You’ll need to be flexible with your hours and willing to work overtime, especially around major floral holidays like Mother’s Day, Valentine’s Day, Thanksgiving, and Christmas. PTO blackout periods apply around these holidays so we can deliver the best for our customers when it matters most.
Partner with the Customer Care Manager and fellow team members to manage the customer care queue—responding to emails, live chats, and phone calls via Gladly.
Respond to story tags, DMs, post comments, and more on our corporate Instagram and Facebook accounts using Sprout—making sure every customer interaction reflects our brand voice and values.
Monitor incoming service requests via Attentive, our SMS marketing platform, and reply promptly and thoughtfully.
Use Farmgirl’s brand voice across all communications—whether written or spoken—to ensure responses are thorough, human, and ideally solved in one touch. Our voice should feel more like you're talking to your best friend than handling a typical business interaction—so you'll need to be comfortable communicating with warmth, clarity, and authenticity.
Navigate Farmgirl’s internal system to research and resolve customer issues. This includes reviewing order and account details, checking product availability, modifying orders, pulling tracking info, setting up redeliveries, and more.
Diligently record escalations, updates, and all customer interactions in the appropriate customer and order profiles.
Proactively identify and quantify quality or delivery issues—and escalate to the Customer Care Manager. This includes requesting and logging customer feedback and photos when needed.
Keep up with current promotions, service updates, product launches, and other timely info by actively monitoring dedicated Customer Care Slack channels.
Meet (and aim to exceed!) your individual goals for contact resolution time and quality—because great service also means fast service!
At least one year of customer service experience that included responding to customer emails, live chats, and voice calls using a customer support platform. Experience with Gladly is a plus, but not required—we’re happy to teach the right person!
Exceptional written and verbal communication skills—you know how to be clear, kind, and human in every interaction.
Strong computer skills, including typing and data entry, with a focus on accuracy, speed, and attention to detail.
A positive attitude and the emotional intelligence to stay calm and kind—even when things get stressful or a customer’s having a tough day.
The ability to seamlessly switch between tools like Gladly, Farmgirl’s internal systems, Slack, and more—especially when handling live conversations via chat and phone.
Comfort using both Mac/Windows operating systems and cloud-based collaboration tools like Google Drive, Docs, and Sheets.
Prior floral experience is great but not required—but you’ll need to be willing to learn more than you ever thought possible about flowers—because how can you solve a problem if you don’t know the product inside and out?
The ability to stick to a consistent schedule: five 8-hour shifts per week (40 hours total), scheduled between our core business hours of 7:00 AM–6:00 PM PST.
An understanding that flexibility is key—we’ll need your support across weekdays and weekends, and (paid) overtime is required during peak floral holidays like Valentine’s Day, Mother’s Day, Thanksgiving, and Christmas.
Your work will make a real difference—both for our customers and for the future of our company.
We’re a small, scrappy team where every person (and every role) truly matters. You won’t be a cog in a wheel here—you’ll be a key part of making things happen.
We’ve got big goals—and we make sure to celebrate the wins, big and small, along the way.
We care—a lot. About quality, creativity, community, and doing things the right way (even when it’s the harder way).
And of course—flowers. But more importantly, the chance to bring joy to hundreds of thousands of people’s lives each year through something as simple (and powerful) as a bouquet.
Send your resume and a note telling us why you’re the right fit for this position. We can’t wait to meet you!
At Farmgirl Flowers, we strive to be a company we want to buy from, sell to, and work for. This means doing the right thing, even when it’s hard. We take stands on issues we believe in and are transparent about our values, but we don’t expect employees to ascribe to those beliefs. We simply want you to feel inspired by the work we do and the impact we make.
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 401k 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.
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. If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles HERE. 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.
