Senior Customer Service Representative - Full Time

Requisition ID:  20450 

Remote Work Available: No 

Job Title: Senior Customer Service Representative (Full Time)

Department: Retail Customer Care Service Center

Reports To: Customer Service Supervisor

FLSA Status: Regular – Non-Exempt

Location: Hybrid/ Clearwater Office

Pay Rate: $18.23/hourly

ROLE SUMMARY:

We are a customer centric service center that supports our retail operation. We care deeply for our customers and look for opportunities to exceed their expectations. The Senior Customer Service Representative role is important to the organization because they support not only our customer/consumers with issues and escalations, but they assist our Retails stores with questions, escalations, and research issues. The Senior Customer Service Representative will handle internal inbound phone calls from patients, retail stores, and other internal departments with questions about process and procedure issues and handle all escalations for the department. These interactions whether assistance calls or escalations are formally documented and shared with leadership to understand coaching and training needs and to assess all escalations to understand root cause and develop new processes to improve the customer experience. In addition, the Senior Customer Service Representative will support the review and revisions associated with all Customer Care policies, procedures, and job aides.

Although this role is specific to the Senior Customer Service Representatives’ job responsibilities, team members assist with inbound phone calls, chat messaging, web forms and manage projects as they are needed to support the business.

KEY DUTIES AND RESPONSIBILITIES:

· Provide a world class experience with an emphasis on top box interactions.

· Educate customers and employees on products, prices, and promotions.

· Assist retail stores and customers by placing orders for delivery/pickup.

· Speaks clearly and documents interactions with customers and internal business partners.

· Follow the daily schedule provided by Management.

· Identify individual employee and internal departmental training needs through documenting call reasons and issues.

· Quantify issues and opportunities associated with patient escalations and complaints.

· Review and thoroughly understand all departmental policies, procedures, and job aides routinely.

SKILLS AND QUALIFICATIONS:

· Customer Satisfaction & Loyalty: The ideal candidate would love to speak with customers/consumers and goes the extra mile to ensure issues are resolved and expectations are exceeded.

· Drive for Results: The ideal candidate is somewhat competitive and has a strong desire to meet deadlines and exceed individual and team goals.

· Critical Thinking: The ideal candidate would be a problem solver who can process information quickly and leverages their resources to resolve issues on the first call.

· Communication & Collaboration: The ideal candidate would be able to explain concepts and products to customers/consumers and employees clearly and effectively and routinely checks in for understanding.

· Coaching & Developing Others: Listens for understanding, restates needs and provides solutions in a way that is understandable and comprehensive.

PHYSICAL REQUIREMENTS:

· Must be able to push, pull, move, and/or lift a minimum of 25 lbs. to a minimum height of 5 feet and able to push, pull, move, and/or carry such weight a minimum distance of 50 feet, with or without mechanical assistance.

· Must be able to work seated and standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands/fingers to hold, grasp, turn, pick, pinch frequently/constantly to complete tasks.

· Must be able to have effective communication skills with all levels of leadership.

· Must be able to maintain multiple conversations via telephone, email, or chat for extended periods of time.

· Microsoft office basic skills.

REQUIRED/PREFERRED EXPERIENCE:

· Must have at least 1 year of experience in Customer Service.

· Call Center experience is a plus.

· Bilingual (Spanish) is a plus.

ADDITIONAL MINIMUM QUALIFICATIONS:

· Must be at least 21 years of age.

· High school diploma or equivalent education required.

· Must successfully complete a comprehensive background screening.

WORK SCHEDULE:

· Up to 40 hours weekly, phone role.

· Must be available to work evenings, weekends, and holidays.

Salary will be commensurate with experience.   A comprehensive benefits package including paid time off is offered with this position. 

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.