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Customer Experience Associate

4 months ago

Armonk, United States Etain LLC Full time
Job DescriptionJob Description

ABOUT ETAIN:

Etain is New York's first women-founded, vertically integrated cannabis company with dispensaries in White Plains, Kingston, Syracuse, and a flagship in Midtown East in New York City. Alongside our premium cannabis products, we carry a curated selection of women-owned CBD and health and wellness brands to highlight other women in the industry and their products.

Our mantra, "Take a moment with Etain", embodies the spirit and belief that our products meet the needs of our community by delivering the highest quality and purest products, so our patients feel good about investing in their health and wellbeing. We believe the future of cannabis is diverse, and we execute every day on making that future a reality by doing things differently and fostering diversity and inclusion in the cannabis space.

Is this job for you?

We are a rapidly expanding team looking for motivated individuals to help us grow and improve our customer experience workflow. The right candidate for this role will be someone who is technologically savvy and comfortable communicating directly with customers via phone and email. The right candidate will also have strong writing and analytical skills to efficiently solve customer issues. This individual will be a core part of our customer experience team and should feel comfortable working with multiple systems and providing recommended changes to processes as she/he sees fit.

Key Responsibilities:

  • Communicate with customers via email, phone and other channels as needed (i.e. live chat, google business, fb messenger, etc.)
  • Your primary job duty is to focus on customer satisfaction. You will work closely within the CX team to determine customers' needs and efficiently provide direct support or information to customers as needed.
  • You will be responsible for facilitating customer orders over the phone and be proactive with implementing service improvements.
  • You will work alongside our dispensary/retail teams from across the state using our ordering platform and internal communication tools to provide the best service possible to our customers.
  • Learn and utilize all internal systems: CRM, Point of Sale, Appointment Scheduling, Company-Wide Chat.
  • Participate in weekly knowledge sessions and touch-bases with our front office manager to learn customer service techniques as well as upcoming consumer-facing service changes at the business.
  • You will come to understand our customer journey and support workflow, current trends in cannabis regulations and products in New York, and best practices around ensuring customer satisfaction.
  • Collecting and acting upon customer perceptions of the Etain brand (including products, services, and personnel) is invaluable to our business. You will help us improve our customer experience, operations, product designs, marketing, and tech stack by providing detailed notes and feedback from customer interactions.

Must-have qualifications include:

  • People/Relationship-Oriented but with an analytical bent
  • Must be able to work on Saturday's
  • This position works onsite in Armonk 3 days a week and requires dependable transportation
  • Excellent written and verbal communication skills
  • Technologically savvy; you will be working across multiple systems and must be comfortable with data entry and the use of modern communication platforms
  • Ability to communicate articulately, confidently and professionally with customers
  • Ability to utilize active listening skills in order to take control and resolve challenges at hand
  • Adapt quickly to changing customer expectations and needs as well as internal processes
  • Ability to work autonomously and productively in a fast-moving environment
  • Jack of all trades; someone willing to learn and collaborate with different departments
  • Creative and critical thinker
  • Reliable, friendly, a true team-player and self-starter with a strong work ethic
  • Excellent attention to detail
  • Interest in and knowledge of retail a plus

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice