Customer Care Representative

Job Overview

Act as the first point of contact for customers via phone, email, and chat, resolving inquiries and ensuring a positive experience while representing the brand. Maintain patient databases, educate on processes, and comply with state laws in a fast-paced environment.

Responsibilities

• Respond to and resolve customer questions, requests, and complaints via phone, email, and chat.
• Serve as a patient and company advocate, educating and servicing patients promptly with empathy.
• Demonstrate good judgment in escalating issues beyond the position’s scope in a timely manner.
• Maintain knowledge of applicable state and local laws, documentation processes, and cannabis-based therapeutics.
• Educate patients on registration, renewals, and lost documents.
• Record patient requests, preferences, and notes using appropriate software.
• Maintain patient database by entering new patients, updating information, scheduling appointments, and tracking registration status.
• Handle caregiver paperwork in accordance with state requirements and communicate changes to physicians.
• Suggest improvements based on patient input to enhance service or product.

Qualifications

• Age 21 or over.
• High School Diploma or equivalent.
• Valid Government-Issued Photo ID.
• Customer-focused orientation with a desire to make every customer happy.
• 1+ year of retail or customer service experience.
• Proficiency in Microsoft programs including Word, Excel, and Outlook.
• Ability to work quickly, prioritize tasks, and stay calm under pressure.
• Compliance with company policies and applicable state and local laws.

Preferred Qualifications

• Prior dispensary experience.

Success Traits

• Self-motivated and able to work without micro-management.
• Hands-on approach to getting work done.
• Flexible and adaptable to a changing industry.
• Collaborative and team-oriented.
• Creative thinker for non-traditional solutions.