Welcome to Your Assignment at Scotts Miracle-Gro!
The SMG* Hub
Employee benefits
Enrolling in Benefits: Benefit enrollment is through our benefits portal at https://staffmarkgroup.hrintouch.com.
For benefit-related questions, you can email our shared services benefits team at askbenefits@staffmarkgroup.com.
Call 866-765-7544, option 2, between 8:00 am and 5:00 pm ET.
Employee Workplace
Staffmark Group’s Employee Workplace is a web-based application that allows you to access your personal and job-related information and perform certain tasks via this site.
Consider this is your go-to resource: www.employeeworkplace.com.
Employee benefits
The SMG* Hub
Enrolling in Benefits: Benefit enrollment is through our benefits portal at https://staffmarkgroup.hrintouch.com.
For benefit-related questions, you can: Email our shared services benefits team at askbenefits@staffmarkgroup.com.
Call 866-765-7544, option 2, between 8:00 am and 5:00 pm ET.
Employee Workplace
Staffmark Group’s Employee Workplace is a web-based application that allows you to access your personal and job-related information and perform certain tasks via this site.
Consider this is your go-to resource: www.employeeworkplace.com.
New Hire Instructions
Welcome to the team
Welcome to your role as a Consumer Service Coordinator supporting Scotts Miracle-Gro! In this position, you’ll be the first point of contact – helping resolve questions, providing product support, and delivering a great service experience for consumers who call in.
🌱 Opportunity to Grow
This role is designed for individuals who are interested in long-term success. High-performing associates may have the opportunity to be converted to full-time Scotts Miracle-Gro employees, which includes strong benefits and paid time off, as well as exciting career path opportunities across many of our corporate departments.
🧑🏾🤝🧑🏻We’re excited to have you join the team! 🙌
START HERE: BE READY FOR YOUR FIRST DAY!
📅 Training Start Date
Monday, July 6:
9:00 AM – 6:00 PM ET
✅ You’ll Need
- Quiet, dedicated workspace
- Free from distractions and interruptions – you will need to be live on camera throughout the training period
- Plenty of room to set up your laptop and monitor
- Laptop, monitor, & headset (sent to you by Scotts) – these should be set up prior to Day 1
- If you have any issues with your equipment, you should reach out to our trainer, McKenna Logan (279) 252-3969; mckenna.logan@scotts.com or your recruiter ASAP
- Stable internet connection – training will require you to be live on camera for most of the time, so you’ll need sufficient bandwidth for this (and for taking calls once you graduate). We highly recommend that you use an ethernet cable vs. Wifi.
- Login credentials (emailed to you from McKenna – mckenna.logan@scotts.com – the week before training starts)
On Your First Day
🎧 Have headset and equipment set up and ready
💻 Log in 15 minutes early (by 8:45 AM ET)
🌐 Confirm internet connection is stable – you will need to be on camera throughout training
🔗 Join training session:
- Google Meet joining info
- Video call link: https://meet.google.com/oqm-dafk-ewn
- Or dial: (US) +1 315-791-2561 PIN: 471 292 834#
📞 Need Help?
- Stacey Trout, Training Manager 937-594-7529; stacey.trout@scotts.com
- McKenna Logan, Trainer (279) 252-3969; mckenna.logan@scotts.com
About Your Role
WHAT YOU’LL DO IN THIS ROLE
- You’ll represent North America’s premier lawn & garden brands: Scotts Lawn, Miracle-Gro, Ortho, Tomcat, Roundup, and Aerogarden – helping our consumers navigate all of their home and garden needs.
- During our busy seasons (Spring, Summer) you’ll take an average of about 30 calls per day; during the off season (Fall, Winter) that number is cut by about half.
- You will use Salesforce to thoroughly and accurately document customer interactions, and utilize Salesforce
- Knowledgebase to answer customer questions on products, help make product recommendations, and troubleshoot product usage for best results.
- You’ll assist consumers with orders, returns, and warranty claims.
- Your success will be measured by a holistic review of performance and customer satisfaction metrics: AHT,
- Quality, Schedule Adherence, and Productivity; along with your ability to operate successfully within our established company policies (i.e. attendance).
- Systems you’ll use on a regular basis:
- Salesforce – consumer accounts, contact records, product knowledge, etc
- NICE – quality evaluations, telephony
- Webstation – scheduling
- Workday – company learnings
- Centrical – training, elearning
- Google Suite – email, meetings, Gemini
- Fieldglass – time cards
Training Expectations
Learning Objectives
Master the Systems: Undergo extensive learning on how to navigate our internal software and accurately document consumer contacts.
Product Knowledge: Learn our catalog of brands and products, and master how to efficiently find information using our Knowledge Management resources.
Hands-On Practice: Build confidence handling customer interactions through sample call listening, role-playing, and live mock scenarios.
Continuous Feedback: Receive daily support and constructive feedback from trainers and peers to help you progress.
Professional Environment & Focus
Dedicated Workspace: Please ensure you are in a quiet, distraction-free environment. Training requires your full focus; kindly minimize distractions from cell phones, TVs, music, housemates, or pets.
Alertness & Presence: Please remain seated and engaged during instruction. You will be given two 15 minute breaks and a one hour lunch break each day. Please try to coordinate any restroom breaks, letting pets out, and interactions with others in your home accordingly.
Attendance & Evaluation
Punctuality: 100% attendance is required. Please log in and be ready to start 5 minutes prior to the scheduled start time every day. Tardiness disrupts the class and puts everyone’s learning at risk.
Emergencies: If an unexpected emergency arises that impacts your attendance, you must notify your trainer, McKenna, via call or text (279) 252-3969 before the session begins.
Successful Completion: Progress will be evaluated through daily quizzes, participation metrics, and a final mock-call assessment.
You are not expected to take live calls right away – live consumer calls will first happen late in the second week of training.
Attendance During Training
Your success starts with showing up and staying engaged. To set you up for the best experience 100% attendance is required during the two-week training period.
⚠️ Important: Unplanned absences, late arrivals, or leaving early during training may result in the end of your contract
Working From Home
To be successful in this role, you must:
✅ Have a quiet, dedicated workspace
✅ Keep background noise to a minimum (you’ll be speaking with customers)
✅ Be fully present and logged in during your shift
✅ Minimize distractions (no TV, childcare interruptions, etc. during work hours)
👉 This is a professional customer-facing role—your home environment must reflect that.
You can review the full remote agreement here.
⭐ WHAT SUCCESS LOOKS LIKE (GOLD STANDARD)
The most successful team members consistently demonstrate:
✅ Performance – Strong customer focus, exceptional productivity results – demonstrating accuracy, attention to detail, and creative problem solving on every interaction.
✅ Attendance – Reliable, on time, and consistent. Thoroughly communicate any needs ahead of time.
✅ Attitude – Positive, professional, and team-oriented. Understands that feedback is a crucial part of individual growth and learning and asks for and welcomes opportunities to improve.
IDEAL TEAM MEMBER TRAITS
We are looking for individuals who are:
✅ Reliable – Shows up and is ready to work
✅ Quick learners – Able to pick up systems and processes quickly
✅ Curious – Wants to understand and improve – asks for feedback on how to continuously grow
✅ Comfortable speaking up – Asks questions when unsure, seeks out assistance when needed
✅ Proactive – Reports issues, especially technical problems, right away
👉 If something isn’t working—say something early so we can help.
Policies & Support
Attendance Policy/ Call-Off Process
Reliable attendance is a crucial part of this role, and communication is key to success.
During training, any incidents of tardiness or absence must immediately be reported to your agency AND the SMG training team (info listed above). As a reminder – any unplanned tardies or absences during the training period could result in the termination of your contract.
After training is completed, all contracted workers will be held to a standard attendance policy.
If you will be late or absent: Notify your staffing agency AND the Scotts Miracle-Gro call off line – this is a voicemail line – please leave a detailed message with your name, your scheduled shift and specifically what you will be missing and when you will next be in. i.e. “I am scheduled today at 8am, but I will not be in until 11am.”
- 📞 Call: 937-500-0737
Contingent Worker Attendance Policy FY26 (1).pdf
- Preplanned time off requests will go through the Workforce Management (WFM) system, “Webstation.” (You will receive training on how to use this system). Please partner with your Supervisor or the Operations team with any questions or issues.
Support & Contacts
Need Help With....
Contact
Tech Issue (post training)
IT Helpdesk
1-866-SMG-DESK (764-3375)
Scheduling Questions
Supervisor or Operations
Payroll
Staffing Agency
Training
Trainer
McKenna Logan (279) 252-3969
Frequently Asked Questions
What should I do if I am unable to log in due to technical issues?
First and foremost, let someone know you’re having trouble right away. During training, you should reach out to the Scotts trainer or Training manager, and also let your agency know. You’ll then be asked what TYPE of trouble you’re having – is it your equipment? Your internet service provider (ISP)? This will determine next steps.
What should I do if I lose power or internet service?
First and foremost, let someone know you’re having trouble right away. During training, you should reach out to the Scotts trainer or Training manager, and also let your agency know. You should also always have a Backup Plan for outages – a generator or battery pack to run your devices, a hot spot you can use, a neighbor or family member’s house you can go to. We understand that “Life” happens, but no plan is a good plan without a backup plan!
What if I or a family member have an emergency - will I lose my contract?
Tell someone! Don’t expect that everything will just “click” – we have a lot of brands, products, and systems which can be complex. Ask questions, ask for help! Asking questions in class (at the appropriate times) is encouraged – someone else probably has the same question. If you don’t feel comfortable asking in the group, you can always ask a trainer or subject matter expert for some one-on-one assistance. We will utilize breakout rooms when appropriate, and we can even schedule “tutoring” time before or after class if needed.
What if feel like I am getting behind in training, or don’t understand content or processes?
First and foremost, let someone know you have an emergency right away. During training, you should reach out to the Scotts trainer or training manager, and also let your agency know. We understand “Life” happens, and we can be very accommodating if you communicate thoroughly and make an effort to miss as little work/training as possible. Remember, you should always have backup plans – a friend or family member who can help cover in a pinch, etc. Our training period is very involved, and missed content is hard to make up – but when possible, we will work with you to get back on track. Obviously, the more content that is missed, the harder this will be to do. Also keep in mind that failure to plan ahead is NOT the same as an emergency.
How will I know how I’m doing? What happens if we get to the end of training and I’m not meeting expectations? Is there a possibility that I won’t graduate from training?
You will receive frequent feedback throughout the two week training period. We will do knowledge checks, practice calls, and utilize breakout rooms when appropriate. If our training team thinks you may be struggling, someone will provide you with specific feedback on areas of opportunity and what you need to do to catch up. We do sometimes have people who find that this job isn’t the right fit for them, or who struggle with content or systems. We will give you multiple opportunities and ways to improve – but ultimately, there are cases where the role isn’t a good fit, and that’s ok. But you will never get to the end without knowing exactly where you stand – that is our commitment to you.
How will I know how I’m doing? What happens if we get to the end of training and I’m not meeting expectations? Is there a possibility that I won’t graduate from training?
We will ease into live consumer interactions throughout the two week training period. Near the end of the second week, you will take your first live calls – and support staff will be ready to assist as needed. Prior to that, we will listen to calls and do mock call exercises within the training environment. You will receive regular feedback from our training team. Taking consumer calls is the core responsibility of this role, and you were hired based on your previous experience and the examples you shared with us in your interview – we know you can do this!
I looked at the company website, and you have a LOT of brands and products. Will I be handling interactions for ALL of these products? How much will I have to memorize?
We are proud to offer the widest, most comprehensive portfolio of home & garden brands and products in North America! Our team handles contacts for all of our brands: Scotts, Miracle-Gro, Ortho, Tomcat, Roundup, and Aerogarden – and most of the products labeled under those brands (we do have some licensed products handled by third parties). You could work here for years and probably still not know everything about all the products we sell! BUT we have great tools to help you speak accurately and informatively to our consumers. We have a comprehensive knowledgebase within Salesforce that will put all of the product information you need right at your fingertips. And we have an extensive system of tiers within our CS structure to make sure you have someone available to help with escalations, complex situations, and one-off questions as needed.
Will I be on back to back calls all day every day? Is there any other workload I will be doing?
Due to the nature of the products we sell, our volume depends greatly on the season, as well as external factors such as weather. During our peak season (spring & early summer) the primary focus of our Tier 1 agents will be phone calls – about 25 – 30 calls each shift, with handle times averaging about 10-12 minutes each. In non-peak times (late summer, fall and winter) that volume will be cut in half. Once you have mastered phone interactions, we may select you to be trained on other workload types such as chats, emails, ratings & reviews, and social media. We also often have special projects that may need support – do you have any special skills? Let us know!
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