Customer Service (Call Center) Representative Job Description Sample Template

JOB TITLE:

  • Customer Service (Call Center) Representative

DUTIES and RESPONSIBILITIES:

  • Answer incoming calls from dispensary patients, customers, and vendors.
  • Aid patients by asking questions regarding their medical cannabis products including methods of ingestion, packaging issues, and other areas.
  • Assist in ensuring all online orders are accurately fulfilled by dispensary staff and pick-up information is provided to patients and customers.
  • Coordinate shipments, deliveries, and orders with dispensary managers upon arrival.
  • Directing patient information, orders, questions, and other miscellaneous items to the appropriate location.
  • Consult and console medical patients with serious medical conditions on various questions regarding their medical cannabis as needed.
  • Support the success of the Patient Support team as needed.

EXPERIENCE and QUALIFICATIONS:

  • Must be 21 years of age or older.
  • Ability to handle all customer interactions with attention to detail, empathy, and confidentiality.
  • General familiarity with medical cannabis laws, qualifying medical conditions, and the medical card application process.
  • Strong knowledge of cannabis and cannabis-derived products.
  • Outstanding verbal and written communication skills, both in-person and over the phone.
  • Prior call center and customer service experience are strongly preferred.
  • Ability to work in a fast-paced, high-demand environment.
  • Proven and demonstrated organizational skills.
  • Subject to background check per state cannabis regulations.

PHYSICAL DEMANDS:

  • While performing the duties of this position, the employee is regularly required to talk or hear. 
  • The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. 
  • The employee is occasionally required to stand; walk; sit, and reach with hands and arms. 
  • The employee must occasionally lift and/or move up to 50 pounds. 
  • Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. 
  • The noise level in the work environment is usually low to moderate.