Customer Service Representative

Job Title:  Customer Service Representative
Department: Garden Support (Sales & Service)
Reports To: Sales & Support Manager
Direct Reports: None
Location: Hybrid | Asheville or WNC Based

Company Overview

Eden Brothers is one of the largest online retailers of flower bulbs and seeds in the United States and is located in Arden, North Carolina. Our mission is to help gardeners of all experience levels create beautiful, thriving landscapes through premium products and expert guidance. We’re building a brand that celebrates the joy, pride and connection to nature that gardening brings.

Position Summary

The Support Associate is the heart of the Eden Brothers customer experience — the person our customers reach when something goes wrong, when they need reassurance, or when they just need someone to help them figure out what happened to their order. This role sits within our Post-Purchase Service pod and is responsible for resolving issues with speed, care, and good judgment across both phone and email channels.

This isn't a role for someone who wants to work from a script. Our customers are gardeners — they care about what they ordered, they're often working toward something meaningful, and they remember how they were treated. The Support Associate brings genuine warmth and ownership to every interaction, closing tickets with the kind of resolution that leaves customers wanting to come back. You'll work closely with Sales Associates and the Product Experience Lead to serve the full customer journey, and your observations about recurring issues and product feedback will directly inform how we improve.

What You’ll Do

Serve as the Point of Contact for Post-Purchase Customers

• Answer inbound phone calls and emails from customers with questions or concerns related to their orders, responding with professionalism, warmth, and a commitment to timely resolution.
• Own each case from first contact through resolution — not just closing the ticket, but representing Eden with service that turns a frustrating experience into a reason to return.
• Build familiarity and grow relationships with high-value and VIP customers, driving an impeccable customer experience, larger order volumes, and long-term customer loyalty.

Resolve Order Issues with Ownership and Good Judgement

• Investigate and resolve a wide range of post-purchase issues including shipping delays, missing or damaged items, incorrect orders, and cancellation requests.
• Apply company policy with empathy and sound judgment, balancing customer satisfaction with business outcomes and escalating to the Garden Support Manager when appropriate.
• Process Grow Guarantee claims, ensuring our customers know that when their seeds or bulbs don’t successfully grow or aren’t true-to-type, we will make it right.
• Maintain clear, accurate records of every interaction and resolution in Zendesk and Shopify, ensuring our team has the history it needs to serve customers well over time.

Support Customers with Product & Planting Questions

• Provide general guidance on planting, germination, and growing conditions for seeds and bulbs, helping customers feel confident in the products they've purchased.
• Escalate complex or technical horticultural questions to the Product Experience Lead, and use the experience to help build our internal product knowledge and on-site product FAQs.
• Identify opportunities for upsell, cross-sell, commercial relationships and custom orders, and making a warm handoff with our Sales Associates to close the lead.
• Stay current on seasonal product availability, common growing concerns, and new additions to the assortment so you can speak to what customers are experiencing right now.

Surface Patterns That Make Us Better

• Track and share recurring issues, customer complaints, and product feedback with the Garden Support Manager and Product Experience Lead, contributing to a feedback loop that informs quality control and inventory decisions.
• Flag systemic problems — shipping carrier issues, product quality patterns, website confusion — that go beyond individual ticket resolution.
• Collaborate with the Sales team to share learnings that help the full team deliver a more consistent customer experience across pre- and post-purchase touchpoints.

Create a Best-in-Class Customer Experience

• Collaborate with Sales Associates and the Product Experience Lead to build a high-performance, best-in-class sales and service experience for new and returning customers.
• Share customer feedback, quality issues and recurring complaints with the Product Experience Lead, Marketing and Quality teams to inform product quality and website improvements.

Required Skills

• 1–3 years of experience in customer service, customer support, or a related role
• Strong written and verbal communication skills — you're clear, warm, and professional
• Organized and dependable in managing a high volume of tickets without letting things slip
• Comfortable navigating multiple tools simultaneously (Zendesk, Shopify, or similar platforms)
• A genuine interest in helping people and a calm, solution-oriented approach
• Experience or interest in gardening, horticulture, or agriculture is welcomed but not required

Compensation & Benefits

Eden Brothers offers a market-competitive compensation package that includes:

Health, dental, and vision insurance
401(k) retirement plan
Paid time off and paid holidays
Employee discount program

Opportunities for career growth within a rapidly growing company

Equal Opportunity Employer

Eden Brothers is an equal opportunity employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.