Customer Experience Representative

About the role

Texas Original Compassionate Cultivation seeks a Customer Experience Representative to join our dynamic team. This role is vital in ensuring that our patients receive the best possible service and that our operations run smoothly.

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
• Absorb and 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

Requirements

• A high school diploma/GED
• Two or more years of experience in a customer service role
• A strong sense of professionalism and compassion
• Excellent verbal and written communication skills
• Experience working with multiple CRM systems and phone experience preferred

Qualifications

• High school diploma/GED required

Skills

• Exceptional customer service and communication skills

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

Pay

$18.00 - $20.00 per hour

Schedule

Monday - Friday | 8:30AM - 5:30PM