Live Chat Customer Support Representative – Seasonal (Hawaii)

This is a seasonal position and is eligible for legal residents of Arizona, Florida, Georgia, Hawaii and Illinois. (Schedule will be determined at the date of hire but will be a mix of weekday and weekend days. Blackout Holiday periods are the weeks of Valentine’s Day, Mother’s Day, Thanksgiving, and Christmas. Shift times range from 6 AM Pacific time to 7 PM Pacific time.

About the role: We’re seeking passionate and self-motivated live chat customer support agents to join our remote network of customer experience focused professionals. Farmgirl Flowers is turning the flower industry upside down with our easy to order and ship eCommerce platform. CEO and Founder Christina Stembel’s vision in creating the company was to create a company she would want to buy from, sell to, and work for. 

As a live chat customer support agent, you’ll be on the frontlines of the customer experience. You’ll need to be a multi-tasking, customer advocating, flower lover to thrive in this role. We strive to make every interaction with our customers (and with each other!) as outstanding as the arrangements we deliver daily.

At Farmgirl Flowers, our Customer Support Representatives:  

  • Answer multiple concurrent inbound chat requests from customers with a positive, enthusiastic tone and solution-oriented mentality. 

  • Assist customers with technical support, product suggestions, payment, and order support questions promptly in line with service goals. 

  • Document and notate customer issues and assist in improving customer experiences by passing feedback along to team leadership and management. 

  • Respond to customer email messages in our ticketing system utilizing company set macros and adding personal touches during low chat rate periods. 

  • Work independently and problem solve with minimal supervision.

  • Take personal initiative to achieve goals and objectives.

  • Participate in a  highly engaged team environment through team meetings, instant messaging, and email. 

  • Meet all key performance indicator (KPI) goals across quality, phone, and email metrics. (CSAT, AHT, FRT, SLAs)

  • Be open to assisting other departments and/or performing other job roles as needed. 

  • Use the Farmgirl Admin system to perform research and analysis that is needed to solve customer issues by interpreting account and order level details, analyzing user information, checking stock availability, and modifying orders. Systems inquiries include but are not limited to: user accounts, discount codes, refund information, shipping information, product inquiry, order services, product search, order modification, customer maintenance, and payment research.

  • Resolve all internal and external customer issues in compliance with Farmgirl Flowers procedures for routine questions. Input data and document all interactions carefully. Identify and respond to various customer complaints or concerns using all available resources that promote positive customer experiences. Put the customer above all and resolve customer concerns using available resources that support first contact resolution. 

  • Identify and adapt to customer personality styles and offer personalized communication that makes the customer feel valued, heard, and understood. 

  • Utilize active listening skills to fully understand customer needs by paraphrasing, addressing the immediate concern, and educating on self-help resources available to the customer. 

  • Meet and exceed individual agent ticket solved goals. 

  • Give and receive open and honest feedback on a day-to-day basis.

  • Collaborate and help close the customer feedback loop by reporting/synthesizing feedback to our product, operations, and production teams.

  • Did we mention being a solution-oriented, customer passionate person yet?


What you’ll bring to the role: 

  • Exceptionally strong written and verbal communication skills are a must-have. 

  • Strong typing skills and the ability to visually verify the accuracy of all input data. 

  • Previous roles in customer service with a focus on positive customer experience outcomes.

  • Previous live chat experience or experience managing multiple conversations at once.  

  • Ability to multitask and switch between multiple browser and native applications while typing and answering email questions. 

  • Previous experience with windows operating systems, cloud-based document collaboration (Google Drive, Google Docs, etc). 

  • 1-2 years previous experience responding to customer messages in a ticketing system like Zendesk, Freshdesk, Salesforce, etc. 

  • Strong detail-oriented, prioritization, and follow-through skills. 

  • A desire to make connections, build customer loyalty, and drive satisfaction. 

  • Previous experience working in team environments and collaborating with others through instant messaging apps such as Slack or MS Teams. 

  • Knowledge of the floral industry/flowers is a plus!

A few things we require for the role: 

Systems & Setup

  • High-speed internet connection. To ensure the best call quality, wireless connections, broadband, or dial-up are not permitted. You’ll need to be able to access your router for a hardwired connection for stable customer interactions. (Minimum 20Mbps Download/1+Mbps upload) .

  • A quiet workspace that’s free of background noise. (We love fur-babies and family too and for the best customer experience we ask for noise-free settings for work from home positions).

Time & Scheduling

  • Adhere to a shift-schedule and be available for a minimum of five eight-hour days, 40 hours per week. Flexibility in scheduling to meet business needs (Hours of operation 6 AM – 8 PM PST). 
  • Be available for required overtime during our peak holiday seasons (Valentine’s Day, Mother’s Day, Thanksgiving, and Christmas).
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