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.