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Customer Care Representative

3 months ago

Homestead, United States The Flowery Full time
Job DescriptionJob Description

Description

Title: Customer Care Representative | Reports to: CSR Management | Location: MUST be in Florida, USA

"Customer service is the new marketing, it's what differentiates one business from another." - Jay Baer

Here at the Flowery, we want to offer Florida's medical marijuana patients the best customer service in the industry We are looking for individuals to join our Customer Service team to keep up with how rapidly our company is growing. Our goal is to remain real and down to earth with humanity and humility in everything we do. Our team is focused on delivering a great, personalized experience for our patients. We provide an alternative to the cold, clinical medical experience and we are dedicated to changing and improving lives. Directly from the mouths of our patients, we exude family vibes that just are non-existent with other companies.

Members of our Customer Service team are the first point of contact for our patients when they are reaching out to us via phone, chat, or email. As these interactions are virtual, we provide focused training on how to offer the best possible support without the assistance of nonverbal communication or tone/emotion (depending on platform) that is typical for in-person interactions. The team's primary responsibility is to build and maintain relationships with current patients, prospective patients, industry professionals, and the medical marijuana community through answering questions, providing information, and addressing concerns. While much of the information that a team member would provide will revolve around the company and our products, we do also provide general guidance and resources pertaining to Florida's medical marijuana program. In addition, the team also assists qualified and current patients with placing orders on their behalf for delivery.

Ideally, we are seeking individuals who have a genuine passion for helping others and are able to adapt to changes in the volume and types of interactions that they could experience day-to-day. We are looking for those that choose to go above and beyond because they want to, not because it is asked of them. While having prior industry knowledge is helpful, rest assured we are happy to offer training to those who don't.

Key Responsibilities

  • Provide superb, personalized customer service to all current patients, prospective patients, industry professionals, and the medical marijuana community
  • Navigate multiple software and communication platforms to provide support
  • Demonstrate professional telephone and chat etiquette
  • Coordinate with other departments as needed
  • Place delivery orders on behalf of qualified Florida medical patients
  • Assist patients with existing delivery orders including changing order contents, applying discounts, rescheduling the delivery date, or cancelling the order.
  • Adhere to all state-mandated policies, including HIPAA compliance
  • Maintain comprehensive understanding of all marijuana and marijuana-infused or derived products being sold to patients, and best practices for personnel.

Skills and Qualifications

  • Ability to offer impartial service and support for all patient interactions
  • Ability to adapt to changes in policy and procedure both at a company and industry level
  • Have an eye for attention detail and effective documentation
  • Organization and initiative, good communications skills, critical thinking, proactive, problem-solving, time management, discretion and confidentiality are essential attributes
  • Ability to work weekends and holidays as scheduled.
  • Must have six months experience minimum working in cannabis retail or customer service

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to be able to speak and hear. Employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms and ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and providing recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee may be required to occasionally lift and/or move moderate amounts of weight, typically less than 20 pounds. Regular and predictable attendance is essential.

Starting pay is dependent on experience with a minimum of $16/hr. The Flowery offers yearly (or performance based) evaluations per the company's discretion. All full-time employees automatically qualify for benefits, PTO & Paid Holidays after their probationary period; which is 30 days. Starting wages are determined by several factors including experience.