Position Summary

Johnny's Selected Seeds Contact Center is seeking a Shift Leader responsible for providing guidance during extended peak hours of operation. The Lead is responsible for ensuring team members are working efficiently and effectively and have the resources needed to complete work assignments. The Lead will delegate tasks and resolve problems directly for customers as well as for the team members.

This is a full-time position working evenings and weekends during the months of January through May, after which time, the Lead will resume Johnny's regular weekday business hours.

Responsibilities

• The first point of contact and resources for team members and managers.
• During Peak, rotate with other Pod Leads for weekend and evening coverage.
• Assist the team members when responding to inquiries and escalating complaints, ensuring customers receive professional and efficient customer service.
• Ensure the team is creating and maintaining accurate records of customer interactions, and other relevant data.
• Stay current on Johnny's product lines, Johnny's internal policies and procedures.
• Oversee sales order channels and workflows to ensure service and sales volumes are moving forward through the proper processes and systems.
• Oversee omni-channel communications, adjusting the staffing levels to maximize all SLA commitments.
• Work with the management team to create and deliver KPI's that result in positive change and business efficiencies.
• Assist in educational information updates staff, ensuring they have the most current resources and information to service our customers.
• Communicate problems to the manager as well as any positive or negative feedback.
• Other tasks and responsibilities as needed or assigned.
• Function as a positive mentor for specialists.

Education

• High School Diploma or GED required

Qualifications & Skills

• 2 years of experience in a Contact Center or Customer Service environment.
• Experience and aptitude for understanding new and progressive tools for the contact center.
• Self-starter with strong organizational and time management skills.
• Ability to demonstrate a high energy level, and a positive, winning attitude.
• Ability to make real time decisions in a fast-paced, high-volume environment characterized by ambiguity and change.
• Experience in agriculture or gardening preferred.
• Excellent attention to detail and accuracy in entering and processing data using the appropriate data base systems.
• Ability to communicate professionally, both verbally and in writing, with customers, co-workers, and management.
• Team focused and collaborative to achieve departmental and company goals.
• Analytical and creative problem solver.
• Ability to motivate and lead by example to inspire the team to uphold Johnny's high standards.
• Ability to deal with ambiguity and multiple direction changes.
• Ability to work with different personal styles and approaches.
• Dependable, punctuality and readiness to work.

Physical Requirements

• Ability to read and write accurately to complete all documentation.
• Ability to work varied hours/days as business dictates.
• Ability to sit in front of a computer up to 80% of the day.

Benefits

• Customary Health/Dental/Vision Insurance
• Employee Stock Ownership Plan & Profit Sharing
401(k)
• Employee Discount
• Maternity/Paternity/Adoption & Foster Care Leave
• Paid Time Off
• Educational Assistance

JOHNNY’S SELECTED SEEDS was established in 1973 by our Founder, Rob Johnston, Jr. Today we are 100% Employee Owned. Johnny’s mission is Helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service.

Johnny’s is renowned for our exceptional customer service offering seeds, tools, supplies and information to direct-market growers and avid home gardeners. We source, breed, trial, and sell outstanding selected varieties of vegetables, cut flowers, herbs, and farm seed, as well as thoughtfully designed tools and equipment. We take pride in the wealth of information and depth of experience we offer our customer base, nationwide and globally.

We are a strong, stable company focused on growth while still maintaining our small company feel and staying true to our roots. Beautiful Central Maine, where our research farm, warehouse, and offices are located, is the perfect launching point for an active, four-season lifestyle. Geographically situated halfway between Maine’s mountains and its 4500-mile-long coastline, we’re a short drive away from resorts, parks, and harbors renowned for a rich diversity of recreational and cultural opportunities.

If you are passionate about good, healthy food and would choose to work for a company with fellow co-owners who are passionate about our mission and values, Johnny’s may be the place for you!

Johnny’s Selected Seeds is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.

3/18/2025