Customer Service Representative

Responsibilities

• Log in and manage all applicable systems while on shift (Refer to CSR handbook).
• Serve as a primary point of contact for customer inquiries, providing accurate information on products, services, and store policies.
• Address and resolve customer concerns by identifying issues, determining appropriate solutions, and following up to ensure satisfaction.
• Respond promptly to all Birdeye messages and reviews, ensuring timely follow-ups for customer-related issues and requests.
• Monitor and manage ZenDesk tickets, resolve inquiries and contact customers as necessary.
• Monitor and manage Stronghold platform, ensuring up to date information and holds on customer profiles.
• Submit nightly reports in a timely manner in Teams communication chats.
• Reconcile and address customer concerns related to Alpine IQ across all store locations.
• Understand the company organization chart and make sure information goes to the appropriate parties.
• Maintain proficiency in all store operations, including bud-tending, cashiering, reception, and fulfillment.
• Create and implement store-level discounts in a timely and accurate manner.
• Complete and submit consistent monthly reports.
• Answer and manage incoming phone calls, organizing customer inquiries for appropriate resolution.
• Collaborate with store MODs to address and resolve customer-related concerns.
• Support the Dispatch/Delivery team by verifying new customers and ensuring accurate delivery times.
• Ensure positive customer interactions by delivering prompt and professional responses.
• Drive customer loyalty by providing product recommendations and service information to encourage repeat business.
• Create a lasting impression through well-crafted follow-up emails and phone calls.

Qualifications and Education

• A High School Diploma or equivalent.
• Prior experience working at a dispensary or cannabis company is a plus.
• Prior experience working in a high-volume retail establishment.
• Minimum of 21 years of age.
• The ability to sit or stand for long periods of time (4+ hours).
• The ability to bend, squat, and reach overhead.
• The ability to lift up to 25 pounds at one time.

Benefits

• $20 per hour
• Health, dental, vision, short-term disability, and life insurance, with individual employee premiums covered by the company at 100%.
• 401k with matching.
• 12 days of paid time off.
• 9 paid holidays and an additional 3 floating holidays.
• Paid parental leave.
• Generous employee discount.