Customer Service Representative - In Training

Job Description

A Therapeutic Marijuana Customer Service Representative – In Training is an entry level role that involves interacting directly with customers in a medical marijuana pharmacy setting. This is a full-time position in our New Iberia, Louisiana office Monday-Friday 8:30am - 5:30pm with some Saturday's required in the Lafayette office.

Required Duties of the Customer Service Representative – In Training:

• Product Information: Learning about medical marijuana products, including strains, effects, dosage, and methods of consumption.
• Product Knowledge: Learning about product offerings including strains, edibles, concentrates, and topicals. This knowledge will be used to assist customers and make recommendations based on their needs and preferences.
• Communication: Effectively communicate with staff at all levels and with customers face-to-face and over the phone. Maintain professionalism in all interactions.
• Shadowing Experienced Representatives: Observing seasoned customer service representatives to understand how they handle various situations, manage calls, and use the company's systems and tools.
• Learning Company Policies and Procedures: Studying the company's policies, product or service information, and common troubleshooting steps to build a solid foundation of knowledge.
• Handling Basic Inquiries: Starting with simple customer queries, such as checking account information, updating contact details, or providing general product or service information.
• Practicing Communication Skills: Role-playing scenarios to practice effective communication, active listening, and problem-solving skills.
• Using Customer Service Software: Getting familiar with the CRM (Customer Relationship Management) system or other tools used for managing customer interactions and tracking issues. Also getting familiar with the Dutchie software system.
• Resolving Routine Issues: Handling straightforward customer issues or complaints under supervision, following established procedures, and escalating more complex cases as needed.
  
  

Required Skills of the Customer Service Representative In-Training:

• Background Check: Must be able to complete a background check and be clear of felonies.
• Education: High school diploma or equivalent preferred.
• Privacy and Confidentiality: Ability to maintain patient privacy and confidentiality in accordance with HIPAA and other relevant privacy laws.
• Customer Service: Strong customer service skills with a focus on professionalism and empathy. Ability to respond to customers in a polite and helpful manner.
• Technical Skills: Basic proficiency with computer systems and the seed-to-sale software system (Dutchie) is preferred.