Customer Experience Representative

1 week ago

Tempe, Arizona, United States Trulieve Full time
Job Summary

The Dispensary Associate is a key member of the Trulieve team, responsible for providing exceptional customer service and guiding patients through their cannabis journey. This role requires a strong understanding of our products and their effects, as well as the ability to communicate effectively with customers and colleagues.

Key Responsibilities
  • Provide empathetic and compassionate support to patients, addressing their needs and concerns in a professional and respectful manner.
  • Assist customers in selecting the right products for their needs, ensuring they have a positive and informed experience.
  • Process patient orders in a timely and efficient manner, adhering to state regulations and company policies.
  • Work collaboratively with the TruHost and Reception team to enhance the customer experience and ensure a seamless shopping experience.
  • Document customer issues and concerns, maintaining accurate records and providing feedback to management as needed.
  • Maintain a clean and organized workspace, adhering to company standards and ensuring a safe and healthy environment for patients and colleagues.
Additional Responsibilities
  • Verify products on manifests match products in each delivery before leaving the facility.
  • Communicate clearly with customers, delivering products on time and safely.
  • Maintain records for each delivery, adhering to state and federal laws, as well as company policies.
  • Process orders in the POS system and complete dispensation during each delivery.
  • Keep cash and products securely locked in the green bins stored in the trunk of the vehicle.
  • Inspect and maintain delivery vehicles and equipment, reporting any issues to management.
  • Relay customer feedback, including concerns, complaints, damaged deliveries, returns, and competitive knowledge.
  • Monitor and evaluate safe work practices, maintaining a safe work environment.
  • Represent and uphold TruValues, facilitating in-store-to-store transfers, patient deliveries, and service requests.
Requirements
  • High school diploma or equivalent and experience in the field or a similar field.
  • Must be at least 21 years of age (or 18 years of age in CT, PA, and WV).
  • Prior experience in retail and/or customer service is a plus.
  • Must have prior cash handling experience.
  • Ability to work independently in a dynamic, fast-paced environment and with a variety of personalities at various seniority levels.
  • Must possess excellent people skills and be able to communicate effectively with others in both verbal and written form.
  • Must be able to work effectively without supervision and in a team environment.
  • Strong interpersonal skills, business sense, and professionalism to communicate with all levels of management and staff; ability to uphold a strict level of confidentiality and discretion.
  • Able to understand and follow written/oral instructions.
  • Ability to interact with customers and team members respectfully and politely.
  • Able to communicate in conversational English to work effectively with customers and team members, operate electronic equipment (computer, laptop), comprehend safety procedures, and utilize telecommunication devices.
  • Must possess the mental and physical capacities necessary to perform the job duties.
  • Must possess a valid driver's license and a clean driving record to fulfill the Delivery Driver role.
  • Must be able to pass a comprehensive background record check.

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