Customer Service Escalation Agent
Gig Harbor, WA, United States of America
Gig Harbor, WA, United States of America
Job Title: Customer Service Escalation Agent
Location: On-site in Gig Harbor, WA
Type: Full-Time, Non-Exempt
Reports to: Operations Manager
Compensation: $28.00/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!
If you (a) have never found a rabbit hole you didn’t want to get to the bottom of; (b) can hold empathy for the customer and bottom line-based boundaries in equal measure; and (c) keep cool as a cucumber under pressure (read: live—on phones or in person—with real customers), then this is the role for you.
From nailing down the who/what/where/when/how of orders that are MIA in our carriers’ networks to dotting the i’s and crossing the t’s of highest touch orders, the Escalation Agent will be the go-to expert for the Farmgirl Flowers customer experience. Working closely with Operations, Product, Leadership, and other departments, this role ensures that customer emails, chats, voicemails, phone calls, texts, and reviews are proactively monitored and promptly answered—always to brand standards.
This is not an easy role. You’ll be talking to upset customers—sometimes all day long. Some will be kind, many will not. The right person for this job can handle frustration, disappointment, and tension without taking it personally. You’ll need to show up calm, collected, and ready to help, no matter what kind of day the person on the other end of the line is having. If you're thin-skinned or easily rattled, this won't be a good fit—and that's OK. But if you're grounded, resilient, and genuinely care about helping people (even when they're having a tough moment), we’d love to meet you.
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. The primary metric for success in this role is recovering poor customer experiences, rebuilding trust, and simplifying even the most complicated issues.
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 during these times so we can deliver the best for our customers when it matters most.
We take the first 90 days to make sure it’s not just a good fit—it’s the right fit because we’re building a team that sticks.
First and foremost, you’ll work closely with the rest of the Customer Care Team to manage the queue—and take the lead on the toughest customer issues. These are the cases that can’t be solved with a script. The ones where things went wrong, tensions are high, and we need someone who can step in with empathy, think critically, and make it right—fast.
This role isn’t just about putting out fires—it’s about restoring trust, owning the resolution, and doing it all with warmth, clarity, and a steady hand. You’ll need to be calm under pressure, communicate like a human (not a robot), and leave customers feeling truly cared for—even when their experience didn’t go as planned.
You’ll also:
Respond to customer messages via Sprout Social (DMs/comments) and Attentive (texts)—our tone should feel like “a friend who’s got your back”
Navigate internal systems to research orders, pull tracking, modify deliveries, and get to the bottom of what went wrong
Tailor your responses to each situation—no canned copy/paste here
Keep accurate, detailed records of every interaction—because if it’s not written down, did it really happen?
Spot patterns in product or delivery issues and flag them fast so we can stay ahead of them
Help coach your fellow Care Team members to reduce preventable escalations
Stay in the know on current promos, product updates, and service changes by keeping up in Slack and internal comms
Use AI tools to sharpen clarity, tone, and impact—while making sure the final message still feels like it came from a real human (that’s you!)
What You Bring to the Table:
3+ years of customer service experience – email, chat, phone… you’ve done it all, and done it well
Escalation experience – you’ve handled the tough stuff and know how to de-escalate with empathy and action
Tech-savvy – quick to learn tools like Gladly, Slack, AI platforms, internal systems, and Google Docs/Sheets—and always looking for smarter, more efficient ways to get things done
Clear, kind communication – you talk (and write) like a real person, not a help desk robot
Strong judgment and discretion – you know when to loop someone in and when to just handle it
Thick skin + high EQ – you don’t take angry customers personally, and you bounce back fast
Cool under pressure – fast-moving day, high-stress situation? You don’t flinch
Great at prioritizing – you know what needs attention first and don’t waste time
Self-starter energy – you don’t wait for instructions; you get in there and figure it out
Problem-solver mindset – when things go sideways, you don’t freeze—you find a way forward
You follow through – no dropped balls or missed details
Fast, accurate typing + data entry skills – we move quickly and details matter
Willingness to learn the product – no floral experience needed, just curiosity and follow-through
Reliable schedule – able to work five 8-hour shifts/week between business hours (7am–6pm PT) on-site in Gig Harbor
Flexibility around floral holidays – ready to pitch in with (paid) OT during our busiest times: Valentine’s Day, Mother’s Day, Thanksgiving, and Christmas
You’re in it for more than just a season – looking to grow, contribute, and stay—not just make a pit stop before your next gig
Team-first attitude – you show up, stay kind, and make things better, not harder
Your work will make a real difference—both for our customers and for the 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.
