xCustomer Service Representative

xCustomer Service Representative
..
US-CO-Thornton
Chris Mapson

Purpose

 

This person is a representative of the company and provides customer service, including product information and problem resolution to customers via automated call distribution phone software, email, online chat, website, dispensary directory, and social media. Using proven methods of diagnosis, product, company, and industry knowledge the Customer Service Representative will provide clear communication in a user-friendly and professional manner.

Essential Duties and Responsibilities

 

Customer Service

  • Deliver excellent customer service and support to end-users, using and operating automated call distribution phone software, email, online chat, website, dispensary directory, social media and other means as determined.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by evaluating and analyzing the conversation.
  • Identify and escalate priority issues per customer specifications.
  • Redirect problems to appropriate resources.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ business and sustaining company’s brand value.
  • Organize ideas and communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers when necessary.
  • Stay current with product, company, and industry knowledge, current and upcoming marketing initiatives.
  • Promote consumer and retail partner satisfaction by monitoring and engaging in conversations in real time on automated call distribution phone software, email, online chat, website, dispensary directory, and social media.
  • Maximize relationships with existing key influencers.
  • Act as a steward of the brand.

Process Management and Documentation

  • Follow standard processes and procedures. Update and maintain standard processes and procedures as required.
  • Utilize and document available resources for information and problem resolution such as Biotrack, Preferred Patron, call distribution phone software, etc.
  • Cross-train other team members to provide coverage for peak periods or absence.

Brand Value

  • Contribute to brand promotion efforts.
  • Develop thorough knowledge of company brand, products, industry standards and competitive market. Utilize this knowledge to differentiate company brand, products, and service.
  • Utilize and leverage automated call distribution phone software, email, online chat, website, dispensary directory, and social media to promote company brand, products, and industry leadership.
  • Maintain brand consistency across all customer service delivery methods.

 

Project and Event Support

  • Provide support for projects, events, and sponsorships as required.

 

Other Duties

  • Other duties as assigned.
Knowledge Requirements Skills and Abilities

 

Supervision

  • Works under the direct supervision of the Director of Marketing.

 

Job Qualifications

 

Work Experience

 

  • A minimum of 1 to 2 years of retail experience preferred.  
  • Knowledge of customer service principles and practices.
  • Excellent customer service skills, including ability to respond to customers in a diplomatic and professional manner.
  • Knowledge of relevant industry products and practices.
  • Excellent oral and written communication skills, including grammar and punctuation.
  • Ability to type quickly with high degree of accuracy.
  • Excellent organization and time management skills.
  • Knowledge of various computer systems and applications, especially Microsoft Office Word, Excel, Google Mail, Documents, Calendar, BioTrack, and Preferred Patron. Knowledge of various customer service systems and protocols, including automated call distribution phone software, email, online chat, website, dispensary directory, and social media preferred.
  • Must be able to secure appropriate work credentials from the Colorado Department of Labor Marijuana Enforcement Division.

 

 

Education and Experience Requirements
  • Bachelor’s degree in marketing, graphic design, or related field or equivalent preferred.

 

Proven success in the following job competencies:

  • Creativity
  • Leadership
  • Results
  • Communication and Presentation
  • Customer Focus and Relationship Building
  • Influencing
  • Problem Solving and Decision Making
  • Information and Technology Proficiency
  • Technical Industry and/or Profession Expertise

 

Working Conditions

  • Able to use a computer for extended periods of time.
  • Able to move about a typical office, manufacturing, or retail environment
  • Able to perform general office managerial and administrative activities.
  • Able to lift and move up to 25 pounds occasionally.
  • Regular and on-time attendance.
  • Hours regularly exceed 40 hours per week.
  • Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed above are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.