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Lead Customer Support Specialist

2 months ago

Clearwater, United States Trulieve Full time

Trulieve: Committed to Patient Care

At Trulieve, we are dedicated to enhancing the lives of our patients through exceptional service and quality products. If you are passionate about helping others and want to contribute to a rapidly expanding industry, this position may be ideal for you.

Our mission is to provide patients with the relief they seek through trusted products. We cultivate our plants in a controlled environment, minimizing harmful chemicals and pests, ensuring a natural process at every stage.

Our offerings are designed to alleviate symptoms related to serious medical conditions, including seizures, severe muscle spasms, pain, nausea, and loss of appetite.

Our knowledgeable team collaborates closely with healthcare professionals to ensure that patients receive the appropriate products and dosages, delivering compassionate care.

Position Overview:

The Senior Customer Service Representative plays a crucial role in our customer-centric service center, which supports our retail operations. This position is vital as it not only addresses customer inquiries and escalations but also assists fellow Customer Service Representatives with their questions and concerns. The Senior Customer Service Representative will manage inbound calls from agents regarding processes and procedures, as well as handle escalations for the department. All interactions, whether assistance calls or escalations, are documented and reviewed by leadership to identify training needs and enhance the customer experience.

Key Responsibilities:

  • Deliver an outstanding customer experience with a focus on exceeding expectations.
  • Educate customers and team members about products, pricing, and promotions.
  • Assist customers and employees in placing orders for delivery or pickup.
  • Communicate clearly and document all interactions with customers and internal partners.
  • Adhere to the daily schedule provided by Workforce Management.
  • Identify training needs for employees and departments by documenting call reasons and issues.
  • Analyze patient escalations and complaints to identify trends and opportunities for improvement.
  • Regularly review and understand all departmental policies, procedures, and job aids.

Qualifications:

The ideal candidate will possess the following skills:

  • Customer Satisfaction & Loyalty: A genuine passion for assisting customers and ensuring their issues are resolved effectively.
  • Drive for Results: A competitive spirit with a strong desire to meet and exceed individual and team goals.
  • Critical Thinking: Ability to quickly process information and leverage resources to resolve issues on the first call.
  • Communication & Collaboration: Proficient in explaining concepts and products clearly to customers and team members.
  • Coaching & Developing Others: Capable of listening for understanding and providing clear solutions.

Physical Requirements:

Candidates must be able to:

  • Lift a minimum of 25 lbs. and carry it a distance of 50 feet.
  • Work in both seated and standing positions for extended periods.
  • Maintain effective communication with all levels of leadership.
  • Handle multiple conversations via phone, email, or chat for extended periods.
  • Demonstrate basic proficiency in Microsoft Office.

Experience:

A minimum of 1 year of experience in customer service is required. Call center experience and bilingual skills (Spanish) are advantageous.

Additional Qualifications:

Candidates must be at least 21 years of age and possess a high school diploma or equivalent. A comprehensive background screening is required.

Work Schedule:

This position requires a commitment of 40 hours per week, with availability for evenings, weekends, and occasional holidays.

Trulieve is an equal opportunity employer and supports a drug-free workplace.