Austin, TX, USA+1 moreMore locations: Bastrop, TX, USA
HybridAustin position is hybrid; Bastrop attendance arrangement is unstated.
Customer Experience & SupportCustomer Support
About the job
Requirements
A high school diploma or GED is required.
At least 2 years of experience in a customer service role is required.
The candidate must demonstrate professionalism and compassion.
The candidate must have strong verbal and written communication skills.
Experience with multiple customer relationship management systems and phone work is preferred.
Responsibilities
Answer high-volume incoming calls from customers, caregivers, and prescribers efficiently and professionally.
Make daily outbound calls to new and existing patients using various communication channels and weekly curated call lists.
Uphold the company's customer service standards as the first line of defense.
Assist customers by phone, email, chat, and in person; answer inquiries and resolve issues related to orders, shipments, and account management.
Check patient voicemails and emails and respond accordingly.
Process online orders accurately and efficiently to support timely fulfillment and delivery.
Help customers place orders by phone and provide product information, pricing, and availability.
Investigate and troubleshoot customer concerns, complaints, refunds, exchanges, and escalations related to orders, payments, products, and deliveries.
Take ownership of issues and work to find satisfactory resolutions.
Gather customer feedback about experiences, preferences, and suggestions for improving ordering, pickup, and delivery.
Communicate customer feedback to relevant departments to drive continuous improvement.
Collaborate with business development, logistics, marketing, and inventory management to address customer needs and support smooth order processing and fulfillment.
Maintain detailed records of customer interactions, order status, inquiries, and resolutions.
Salary Range: 18 to 18 (Currency: USD) (Pay period: per-hour-wage)
At Texas Original Compassionate Cultivation, our mission is to create the highest quality medicine that changes people’s lives. We stand beside all who believe in safe, legal and effective access to this powerful medicine. As fellow Texans, we see this as our responsibility to take care of our neighbors. Our vision is to transform Texas through the power and the truth of medical cannabis. We work for physicians and their patients with current qualifying conditions to supply prescription cannabis that can change lives.
We are seeking a highly organized, detail oriented and self-motivated individual to assist with Customer Experience responsibilities. The ideal candidate will be able to work independently and follow strict protocols for accuracy and compliance. The candidate will be comfortable using a multi-line phone system, electronic correspondence, and data entry in a hybrid position. The Customer Experience Representative is a representative of Texas Original and will possess exceptional customer service and communication skills as they are typically the first contact for most of our patients and therefore the voice/face of the company. We also hope that our Customer Experience Representative will help us identify ways we can be more effective and efficient by contributing fresh ideas for improvement.
Schedule for this position is Monday - Friday | 8:30AM - 5:30PM.
Key Responsibilities:
Answer high volume incoming calls from customers, caregivers, and prescribers and assist them efficiently and professionally.
Perform daily outbound calls from various communication channels to new and existing patients, as well as curated call out lists distributed weekly.
Serve as the first line of defense for the company, upholding our standards of excellence in customer service.
Interact with customers via phone, email, chat, and in-person to provide assistance, answer inquiries, and resolve issues related to orders, shipments, and account management.
Check patient voicemails and emails and respond accordingly.
Process online orders accurately and efficiently, ensuring timely fulfillment and delivery.
Assist customers with placing orders over the phone, providing product information, pricing, and availability as needed.
Investigate and troubleshoot customer concerns, complaints, refunds/exchanges and escalations related to orders, payments, products, and deliveries.
Take ownership of issues and work diligently to find satisfactory resolutions.
Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement related to the ordering, pickup and delivery process.
Communicate feedback to relevant departments to drive continuous improvement.
Collaborate with other departments, including business development, logistics, marketing and inventory management, to address customer needs and ensure smooth order processing and fulfillment.
Maintain detailed records of customer interactions, order status, inquiries, and resolutions.
What You'll Need to Succeed:
High school diploma/GED required
2+ years’ experience in a customer service role
Strong sense of professionalism and compassion required
Excellent verbal and written communication skills
Experience working with multiple CRM systems and phone experience preferred
Benefits
Medical
Dental
Vision
Telehealth – Medical
Telehealth – Mental Health Counseling
401(k) with company matching
Paid Vacation
Paid Sick Leave
Paid Holidays
Bereavement leave
Pre-Tax Flexible Spending Accounts
Basic Term Life Insurance and AD&D
Travel Reimbursement (if applicable)
Gym Reimbursement up to $50/month
& More
Texas Original Compassionate Cultivation is proud to be an Equal Opportunity Employer.