Client Services Associate

Job Overview

The Client Services Associate (CSA) is a core member of the Client Services team and is responsible for onsite and in-house training for current and potential customers throughout the United States and Canada. The training experience includes on-boarding new customers, educating customers on the functionality of each product, and effectively documenting and communicating client feedback across internal teams. For many clients, the CSA is the single client-facing point of contact for STM Canna, thus the ideal candidate will consistently convey industry expertise, professionalism and the highest level of client service. Additionally, the CSA will support learning program initiatives and projects and will partner with other internal departments to provide feedback and coaching. The Client Services team has the critical role of continuously improving the knowledge of STM’s customers and is directly responsible for how their teams learn, retain, and access information.

Responsibilities and Duties

• Provide prompt and professional resolution of support and customer service inquiries (phone, email, website) during assigned schedule. Logging inquiries into ticketing system and/or CRM Database (Zoho)
• Keep CRM database current by daily logging all client activity
• Create and maintain training curriculum, including on-boarding and refresher training on machine knowledge, operational processes, talking points
• Perform needs analysis of existing and potential customers to meet their strategic goals
• Participate in the development of evaluations to ensure STM’s quality standards for customer expectations are met
• Collaborate with other Client Services team members to ensure instructional materials meet the needs of end users
• Conduct Training Needs Analysis to identify gaps in training curriculum as well as opportunities to enhance product
• Additional duties include assisting with sales calls, following up on client inquiries, and providing technical sales support.
• Establish, develop and maintain positive business and customer relationships
• Office Hours: Monday through Friday, 8:00 am to 4:30 pm (or as agreed upon). Additional time may be required on evenings and weekends

Desired Qualifications

• 3 years of experience of client service experience
• Strong verbal and written communication skills with a professional demeanor
• Willingness to quickly learn information
• Experience with Zoho would be preferred but not required
• Keen attention to detail
• Proactive thinker & problem-solver, constantly seeking process improvement opportunities
• Excellent listening, verbal and written communication skills
• Nimble, thrives in a fast-paced environment with a rapidly growing team
• Prior experience working in the cannabis industry or customer support role a plus
• 21 or over, a clean driving record, have a current passport (or willingness to apply for one)

Job Type: Full-time

Pay: $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Are you comfortable working in office in downtown Tampa, FL

Experience:

• Client services: 3 years (Required)
• Data entry: 2 years (Required)
• Ticketing: 3 years (Required)

Work Location: In person

Salary : $19