Green Thumb

Cannabis Call Center Representative

Job Description

Posted on: 
July 27, 2022

The Role:

The Call Center Representative is the liaison between our company and its current and potential patients. This role effectively solves and answers patients' questions, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Job Duties:

  • Managing high volumes of inbound calls in a timely manner
  • Checking voicemail and returning calls in a timely manner
  • Following call center "scripts" when handling different topics
  • Identifying patients' needs, clarify information, schedule appointments
  • Escalate customer service concerns appropriately and efficiently
  • Build sustainable relationships and engage patients by going above and beyond in interactions
  • Escalate patient concerns appropriately and effectively

Requirements:

  • Previous experience in a customer support role
  • Strong attention to detail
  • Strong phone and verbal communication skills
  • Active listening skills
  • Demonstrated ability to move through a call efficiently and effectively
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • Ability to follow SOP's (Standard Operating Procedures)
  • Ability to work towards meeting department goals around efficiencies, yields, and cost
  • Ability to creatively solve problems
  • Team player mentality
  • Ability to follow direction

Additional Requirements:

  • Must be 21 years or older
  • Must pass all required background checks including state specific cannabis employment requirements
  • Possess valid driver's license or state ID.
  • Must be and remain compliant with all legal or company regulations for working in the industry.
  • Requires open availability and ability to work full-time

Working Conditions:

  • While performing the duties of this job, the employee is regularly required to perform grasping, talking, hearing, seeing and repetitive motions
  • Ability to work in varying and sometimes adverse weather conditions when the business requires such as performing retail operations outside via curbside service, removing trash or other outdoor tasks.

Physical Demands:

  • Must be able to lift, carry and balance up to 30 pounds (100 pounds with assistance)
  • Role includes standing or walking for prolonged periods of time, as well as stooping, sitting, bending over and/or crouching

Responsibilities

Job Requirements

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