Customer Engagement Associate

2 weeks ago


Denver, Colorado, United States Golden Meds Full time

Customer Service Representative

Summary/Objective

This position is accountable to the Assistant General Manager (AGM) of the establishment. The Customer Service Representative (CSR) will be actively engaged on the sales floor to guarantee exceptional customer service is provided.

Key Responsibilities:

  • Deliver unparalleled customer service to clients, vendors, and caregivers. Aim to create a memorable and positive customer experience, embodying the company's service principles.
  • Act as a motivating presence and advocate for all sales floor personnel and customers.
  • Professionally address inquiries via phone, email, and social media from customers.
  • Familiarize yourself with Flowhub and METRC to effectively respond to customer inquiries.
  • Promptly address customer feedback and concerns, maintaining professionalism as a representative of the company. Collaborate with management to resolve any customer issues.
  • Safeguard patient rights by overseeing employee adherence to HIPAA regulations, ensuring confidentiality and privacy of sensitive health and financial information.
  • Ensure compliance with all corporate policies and local and state regulations.
  • Collaborate with management to establish sales and customer service enhancement goals, guiding staff to surpass these objectives.
  • Assist management in maintaining payroll budgets by evaluating staffing needs in relation to customer traffic, ensuring timely adjustments.
  • Coordinate workflow by managing employee breaks in accordance with state laws, register coverage relative to customer flow, and customer movement. Step in as Budtender when necessary.
  • Monitor staff interactions and performance, reporting any issues to management immediately.
  • Identify opportunities for operational improvements within the store.
  • Ensure the store is organized and maintained to high standards of cleanliness.
  • Adhere to all company merchandising standards and create visually appealing product displays.
  • Update online menus regularly to reflect accurate inventory levels.
  • Conduct audits of medical member files.
  • Verify that Extended Plant Counts (EPC) are correctly assigned to the company's license number.
  • Engage in company training and on-the-job development to enhance skills, productivity, and potential for advancement. Train Budtenders in exceptional customer service techniques.
  • Serve as a community liaison by assisting management in organizing and participating in local events.
  • Be prepared to assume Acting Manager responsibilities in the absence of the AGM/GM.
  • Support Budtenders with sales transactions during peak customer volume.
  • Successfully complete opening and closing responsibilities.
  • Perform additional tasks as assigned by management.


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