Virtual Support - Virtual Budtender

Classification: Non-Exempt
Status: Full-Time
Location: Dispensary 
Reports To: VB Supervisor

Position Summary

The Virtual Budtender serves customers by processing incoming online orders, providing product and service information, and resolving problems. Using a solution-based mindset, the Virtual Budtender will also assist guests who have had an unsatisfactory experience and will resolve issues to ensure customer satisfaction.

Responsibilities

• Process and confirm Curbside and Delivery orders.
• Maintain customer accounts and update information as needed.
• Provide appropriate and correct information for incoming customer orders.
• Process orders in a timely manner while maintaining excellent customer service.
• Maintain open communication with all relevant departments when there are any changes to deals, discounts, or other promotional items.
• Troubleshoot guest and product issues.
• Answer phone calls from guests with proper phone etiquette.
• Resolve customer complaints via phone, email, or internet platforms.
• Maintain a positive attitude when faced with misplaced criticism or frustration.
• Resolve product or service problems by clarifying the customer's complaint and determining the cause of the problem.
• Complete reviews on all business platforms.
• Create product descriptions for items sold in-store and online.
• Monitor the Company website for discrepancies in the information.
• Ensure Company goals, deadlines, and performance standards are met.
• Maintain regular and consistent attendance as scheduled by department leadership.
• Consistently maintain a professional, neat, and well-groomed appearance adhering to Company’s Brand Standards.
• Provide superior customer service by exuding a friendly, easygoing, and professional demeanor.
• Explain the Company’s procedures and policies to customers and ensure smooth processing.
• Promote a work environment that is positive, customer-service oriented, and compliant with established policies and procedures.
• Maintain Social platforms as indicated by management; post events, communications, and participate in marketing campaigns via social media.
• Demonstrate a strong work ethic, and the willingness and ability to put forth the level of effort required to fulfill job duties.
• Be well informed of information and knowledge shared on the Company’s communication platforms, and actively seek additional knowledge.
• Maintain an elevated knowledge of cannabis, cannabis products, brand standards, and compliance.
• Work must be done on company-issued equipment only while connected to enterprise-grade secured networks.
• Other duties may be assigned similar to the above consistent with the knowledge, skills, and abilities required for the job. Not all of the duties may be assigned to a position.
• The above essential functions are representative of the major duties of positions in this job classification. Specific duties and responsibilities may vary based on departmental needs.

Supervisory Responsibilities

• None.

Qualifications

• Data entry skills.
• Strong organizational skills.
• Ability to perform simple calculations.
• Proficiency in all Microsoft Office applications.
• Excellent analytical and problem-solving skills.
• Ability to type 50 WPM average strongly preferred.
• Discretion in handling sensitive Company information.
• Ability to act with integrity, professionalism, and confidentiality.
• One (1) year of customer service experience in a relevant field.
• Ability to effectively interact with internal and external business partners.
• Must be 21 years or older.
• High school diploma or equivalent.
• Possess a valid Nevada Agent Card.
• OSHA 10 General Industry Certification.
• Bilingual (English/Spanish) strongly preferred.
• Understanding of relevant health and safety regulations.
• Ability to commute to work location and perform duties while on premises.
• Ability to multi-task and remain calm and professional in a fast-paced environment while ensuring attention to detail.

Physical Demands

• Ability to stand or sit for extended periods of time.
• Ability to bend, stretch, and handle or feel objects.
• Ability to lift and carry 25 pounds or more, without assistance.
• Ability to read, write and effectively communicate in English.