Customer Service Agent

**Employment type:** Full\-time, seasonal. January through May, with the possibility of continuing through July **Location:** fully remote (Washington State or Kentucky) **Pay:** $18\.00 – $20\.00 per hour, depending on experience, plus a $2,000 – $3,000\+ seasonal bonus. *Please note bonus pay is dependent on work volume and performance, amounts can vary.* **Reports to:** Customer Service Manager **About Raintree** Raintree Nursery has been growing and shipping edible plants since 1972, when Sam Benowitz started the nursery on 20 acres in the foothills of Mount Rainier. James and Rye Owen took over in 2018 and have continued Sam's work of putting unusual, delicious, and genuinely growable food plants into the hands of home gardeners across the country. We are not a landscape nursery. We select for flavor and ease of growing rather than shelf life and appearance, which means we carry things you will not find at a garden center: hardy kiwi, medlar, seaberry, jujube, honeyberry, cider apples, and hundreds of fruit tree cultivars on carefully chosen rootstocks. Nearly everything is grown to order and shipped bareroot in spring, with a smaller selection of potted plants going out in fall. Our customers range from first\-time gardeners planting a single blueberry bush to orchardists ordering forty trees. What they have in common is enthusiasm, and often a lot of questions. **About the role** Customer Service is the front door of Raintree. For most customers, the person answering the phone or the ticket is the only human contact they will have with us. That conversation shapes whether a customer plants with confidence, and whether they come back next season. This is a role for someone who likes solving problems and does not mind saying "let me find out" and then actually finding out. You do not need to be a horticulturist. You do need to be curious enough to learn a great deal about plants, patient enough to walk someone through a planting question, and organized enough to keep a queue moving when volume is high. **What you'll do:** **Support customers across channels.** Answer calls on Google Voice and work tickets in Zendesk, covering order questions, shipping timelines, plant selection, and post\-arrival plant care. **Manage orders in Shopify.** Place, edit, cancel, and provide status updates on orders, including preorders placed months ahead of the shipping window. **Learn our catalog.** Build working knowledge of what we sell and the horticultural basics behind it, drawing on product pages, our Growing Guides, and cooperative extension resources. You will get comfortable talking about pollination partners, hardiness zones, rootstock size classes, and chill hours. **Apply our policies fairly.** Evaluate claims under the Raintree Guarantee, including Arrive Alive claims and store credit requests, with an eye toward both accuracy and goodwill. **Improve our systems.** Write and update Zendesk Help Center articles, flag errors on produ