Job Title: Client Success Representative | Reports to: Client Success Manager | Location: Remote/MUST be in Florida, USA
"Customer service is the new marketing, it's what differentiates one business from another." - Jay Baer
Here at the Flowery, we want to offer Florida's medical marijuana patients the best customer service in the industry! We are looking for individuals to join our Customer Service team to keep up with how rapidly our company is growing. Our goal is to remain real and down to earth with humanity and humility in everything we do. Our team is focused on delivering a great, personalized experience for our patients.
Members of our Customer Service team are the first point of contact for our patients when they are reaching out to us via phone, chat, or email. As these interactions are virtual, we provide focused training on how to offer the best possible support without the assistance of nonverbal communication or tone/emotion (depending on platform) that is typical for in-person interactions. The team's primary responsibility is to build and maintain relationships with current patients, prospective patients, industry professionals, and the medical marijuana community through answering questions, providing information, and addressing concerns. While much of the information that a team member would provide will revolve around the company and our products, we do also provide general guidance and resources pertaining to Florida's medical marijuana program. In addition, the team also assists qualified and current patients with placing orders on their behalf for delivery.
Ideally, we are seeking individuals who have a genuine passion for helping others and are able to adapt to changes in the volume and types of interactions that they could experience day-to-day. We are looking for those that choose to go above and beyond because they want to, not because it is asked of them. While having prior industry knowledge is helpful, rest assured we are happy to offer training to those who don't.
Key Responsibilities
- Provide superb, personalized customer service to all current patients, prospective patients, industry professionals, and the medical marijuana community
- Navigate multiple software and communication platforms to provide support
- Demonstrate professional telephone and chat etiquette
- Coordinate with other departments as needed
- Place delivery orders on behalf of qualified Florida medical patients
- Assist patients with existing delivery orders including changing order contents, applying discounts, rescheduling the delivery date, or cancelling the order.
- Adhere to all state-mandated policies, including HIPAA compliance
- Maintain comprehensive understanding of all marijuana and marijuana-infused or derived products being sold to patients, and best practices for personnel.
- Other duties as assigned by management.
Skills and Qualifications
- Ability to offer impartial service and support for all patient interactions
- Ability to adapt to changes in policy and procedure both at a company and industry level
- Have an eye for attention detail and effective documentation
- Organization and initiative, good communications skills, critical thinking, proactive, problem-solving, time management, discretion and confidentiality are essential attributes
- Ability to work weekends and holidays as scheduled.
- Must be able to meet the physical requirements of the job (sit, stand, kneel, bend, etc.) for extended periods of time.
- Must have six months experience minimum working in cannabis retail or call center.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to be able to speak and hear. Employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms and ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and providing recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee may be required to occasionally lift and/or move moderate amounts of weight, typically less than 50 pounds. Regular and predictable attendance is essential.
Starting wage: $16.00 per hour. The Flowery offers benefits, paid time off accruals and paid holidays to all full-time employees.
To be eligible for this position, you must meet the following requirements:
- 21 years of age or older
- Can actively pass a level two federal background check
- Obtained their high school diploma, GED or equivalent
- Flexible availability (please provide requests or restrictions in the application accurately)
- Can lift 50lbs over their head, stand for long periods of time, sit, bend, kneel, squat etc as necessary to get the job done
Equal Employment Opportunity
It is the Company's policy to provide equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of actual or perceived race, color, religion, , sex, pregnancy, national origin age, physical or mental disability, marital status, or any other basis protected by local, state, or federal laws. Consistent with the law, the Company also makes reasonable accommodations for disabled applicants and employees; for pregnant employees who request an accommodation with the advice of their health care providers, for pregnancy, childbirth, or related medical conditions; for employees who are victims of domestic violence, sexual assault, or stalking; and for applicants and employees based on their religious beliefs and practices.
The Company will endeavor to accommodate the sincere religious beliefs of its employees to the extent such accommodation does not pose an undue hardship on the Company's operations. If employees wish to request such accommodation, they should contact the Human Resources Department.
This policy applies to all areas of employment including recruitment, hiring, training, promotion, compensation, benefits, transfer, disciplinary action, and social and recreational programs. It is the responsibility of every manager and employee to conscientiously follow this policy. Any employee having any questions regarding this policy should discuss them with the Human Resources Department.
Vision Statement
To be the leading provider of the Highest Quality Cannabis and overall best Consumer Experience in the world.
To infuse Creativity, Innovation and Positivity into an exceptional company, grounded by strategy derived from the true culture that has shaped the industry and our different lifestyles.
To form deep and lasting bonds with our employees, partners and patrons by treating them with respect and transparency, like we treat our friends and family and by doing that, ultimately deliver an overall outstanding journey.
Mission Statement
We are on a mission to re-define excellence in the cannabis industry.
At every stage of the customer experience, we will aspire to stand out as pioneers, going above and beyond, guarding the quality of the products and the overall consumer journey.
Embrace the culture that has shaped our industry, and in its spirit, we build our brand, and partnerships.
Always uphold the relationships with our internal team, brand partners and clientele with the highest importance, transparency and respect, as it is and always will be the foundation for our being, and for them – we will keep pushing the boundaries of quality and innovation.
Be relentless in our pursuit to build The Flowery to more than a cannabis brand; a movement to manifest a commitment to a tight community, magical plant, eclectic culture, mind medicine, exceptional experiences, genuine relationships, and a bullish legacy of excellence that transcends boundaries.
