Lead Customer Support Specialist

2 weeks ago

Clearwater, United States Trulieve Full time
Job Overview

"Trulieve: Cultivating Care for Every Patient"

Are you passionate about making a difference in the lives of others? At Trulieve, we are dedicated to providing our patients with the relief they deserve through high-quality products and exceptional service. Our mission is to support individuals with serious medical conditions by offering a natural and trustworthy solution.

Our dedicated team works closely with healthcare professionals to ensure that patients receive the appropriate products and dosages tailored to their needs. We take pride in our commitment to quality, with our plants grown in a controlled environment to minimize harmful chemicals and pests.

To explore more about our company and values, please visit our website.

Requisition ID: 11854

Remote Work Available: No

Position: Lead Customer Support Specialist

Department: Retail/Customer Care Service Center

Reports To: Customer Service Supervisor

FLSA Status: Regular – Non-Exempt

Location: Hybrid, Clearwater Contact Center, FL

ROLE SUMMARY:

The Lead Customer Support Specialist plays a crucial role in our customer-centric service center, which supports our retail operations. This position is vital for addressing customer inquiries and resolving escalated issues while also assisting fellow Customer Service Representatives with their queries. The Lead Customer Support Specialist will manage inbound calls from team members regarding processes and procedures, as well as handle escalations within the department. These interactions are documented and reviewed to identify training needs and improve overall customer experience.

While this role focuses on specific responsibilities, team members may also assist with incoming calls and chat messages as necessary to support business operations.

KEY DUTIES AND RESPONSIBILITIES:

  • Deliver an exceptional customer experience with a focus on quality interactions.
  • Provide education to customers and staff regarding products, pricing, and promotions.
  • Assist in placing orders for delivery or pickup on behalf of customers and employees.
  • Communicate clearly and document all interactions with customers and internal partners.
  • Adhere to the daily schedule established by Workforce Management.
  • Identify training needs within the team by documenting call reasons and issues.
  • Analyze patient escalations and complaints to quantify issues and opportunities.
  • Regularly review and understand all departmental policies, procedures, and resources.

SKILLS AND QUALIFICATIONS:

  • Customer Satisfaction & Loyalty: A strong desire to engage with customers and ensure their issues are resolved effectively.
  • Drive for Results: A competitive spirit with a commitment to meeting deadlines and achieving 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, restating needs, and providing understandable solutions.

PHYSICAL REQUIREMENTS:

  • Ability to lift a minimum of 25 lbs. and perform physical tasks as required.
  • Capability to work in various positions (seated, standing) for extended periods.
  • Effective communication skills with all levels of leadership.
  • Ability to manage multiple conversations via phone, email, or chat.
  • Basic proficiency in Microsoft Office.

REQUIRED/PREFERRED EXPERIENCE:

  • Minimum of 1 year of experience in Customer Service.
  • Call Center experience is advantageous.
  • Bilingual (Spanish) is a plus.

ADDITIONAL MINIMUM QUALIFICATIONS:

  • Must be at least 21 years of age.
  • High school diploma or equivalent education required.
  • Successful completion of a comprehensive background screening.

WORK SCHEDULE:

  • 40 hours weekly, phone role.
  • Availability to work evenings, weekends, and occasional holidays.

Trulieve is an Equal Opportunity Employer and supports a Drug-Free Workplace. A comprehensive benefits package, including paid time off, is offered with this position. This role will require availability for after-hours support in case of emergencies.

Trulieve is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind.

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