Customer Experience Specialist

1 week ago

Bethlehem, Pennsylvania, United States Parallel Full time
Job Summary

We are seeking a skilled Customer Experience Specialist to join our team at Parallel. In this role, you will be responsible for providing exceptional customer service and product knowledge to our customers.

Key Responsibilities
  • Model best-in-class service that consistently exceeds our customers' expectations and builds a long-term rapport using established customer service model.
  • Provide customers and caregivers with expert cannabis recommendations discussing therapy goals, product effects, potency, dosing, methods of consumption, and administration.
  • Participate in the patient intake process, entering and maintaining appropriate paperwork and patient records.
  • Accurately receive, prepare, and complete patient orders and sales utilizing point-of-sale (POS).
  • Maintain accurate records of all activities including customer records for all activities in accordance with the State Regulations, as well as regulations set forth by local and federal agencies.
  • Maintain privacy and confidentiality of sensitive patient information in alignment with HIPAA compliance.
  • Appropriately escalate customer conflict or complaint, inspiring long-term patient relationships and loyalty to our brands.
  • Maintain the cleanliness of the store on a daily basis.
Additional Responsibilities for NETA(MA) & SURTERRA WELLNESS (FL) MARKET ONLY
  • Will be required to work a hybrid guide role in where they can work in store or on delivery based on the business needs.
  • Responsible for high quality patient customer service, retrieving patient information from the Medical Marijuana Use Registry, and maintaining confidential and HIPAA compliant paperwork.
  • Obtain the appropriate documentation from each patient at every delivery, ensuring validity of their identification and registration with Medical Marijuana Use Registry.
  • Record each visit using appropriate software, ensuring accuracy of patient information, and recording notes if necessary.
Requirements
  • Age 21 or over.
  • High School Diploma or equivalent.
  • Valid Government-Issued Photo ID.
  • Must be flexible regarding work schedule, including evenings, weekends, and holidays.
  • 1 year in Retail or a related industry where customer service is critical.
  • Constantly operating a computer and other office machinery.
  • Strong attention to detail and ability to multitask and manage time effectively.
  • Excellent communication and organizational skills.
  • Ability to manage difficult situations and resolve in a timely and professional manner.
  • Microsoft Office Suite proficient level.
Requirements for NETA(MA) & SURTERRA WELLNESS (FL) MARKET ONLY
  • Class D Driver's License (Massachusetts) / Class E Driver's License (Florida).
  • Must present a current DMV printout with none of the following violations:
    • Any major violations (DWI, homicide, reckless driving, drugs, leaving the scene) within the last 7 years.
    • Two or more other moving violations and one at fault accident in the last three years.
    • Two or more fault accidents in the last three years with no moving violations.
    • No more than 3 moving violations or chargeable accidents in the past.
What We Offer
  • Employee discount.
  • Balance and flexibility; paid time off, paid parental leave, flexible work arrangements.
  • 401k enrollment.
  • Pet Insurance.
  • Tuition Reimbursement Programs.
  • Consistent, reliable benefits; full medical / vision / dental (full time only).

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