Customer Care Lead
AltMed Florida
54 reviews
Apollo Beach, FL 33572
$18 - $19 an hour - Full-time
Employer actively reviewed job 2 days ago
AltMed Florida
54 reviews
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Job details
Salary
$18 - $19 an hour
Job Type
Full-time
Number of hires for this role
1
Qualifications
• • US work authorization (Required)
• Retails sales or Customer service: 5 years (Preferred)
Full Job Description Position Summary
Performs and supports the customer care operations by adhering to the operation, technical, and quality control policies and guidelines. Maintains excellent documentation practices and quality control measures to ensure a high-quality service in accordance with the Department of Health regulations and standards set by the Company policies. The Lead collaborates with the Managers and leadership team to develop, document, and implement practices, policies, and strategies that support a performance and results-driven culture.
Duties/Responsibilities/Tasks
• Oversee the completion of the day-to-day activities & operations of the customer-care center (call center).
• Follow and ensure compliance with customer care SOPs, methods, policies, and objectives.
• Provide guidance to personnel in resolving phone inquiries related to patient orders and answering questions regarding cannabis products.
• Supervise the schedule and assign lunch breaks, side work, workstations, etc.
• Anticipate needs in the customer care center and report them in a timely manner to the manager.
• Responsible for overall quality of agent performance.
• Serve as a resource for customer-care staff concerning products and services, policies and procedures, industry news and changes in regulations.
• Respond to all staff questions, concerns, or suggestions.
• Handles escalated call situations and resolves any conflict immediately.
• Coach and counsel agents as needed.
• Utilize provided software, analyze productivity, attendance, call quality, and disposition.
• Coordinates with the upper management to ensure accurate information is communicated to staff.
• Communicate daily with team on individual and group performance.
• Promotes a work environment that is positive, customer-service oriented, and compliant with established laws and regulations and Company policies and procedures.
• Models best-in-class service experience that consistently strives to exceed customers’ expectations.
• Maintains in-depth knowledge of legal requirements related to customer care and ensuring regulatory compliance.
• Creates an environment and culture that focuses on fulfilling the company’s mission, vision, and values.
• Establish credibility throughout the organization as an effective collaborative developer of solutions to business challenges.
• Updates job knowledge by remaining aware of new regulations, participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
• Perform other related duties and responsibilities as required or assigned.
Job Requirements
• High School Diploma or GED preferred but not required.
• Minimum of five (5) years of experience in retail sales, customer service role (prior Medical Marijuana Industry and/or dispensary experience a plus!)
• A minimum of one (1) year of experience as a Supervisor or Lead, handling customer escalations, complaints, and overseeing workflows.
• Passion to serve people with debilitating conditions.
• Demonstrated ability to learn and apply technical and product-related information in a professional consultative manner.
• Ability to work weekends & holidays as scheduled.
• Ability to complete daily, weekly, monthly, and quarterly tasks assigned by Customer Care Manager.
• Ability to collaborate with other departments.
• Must be authorized to work in the United States.
• Must be able to successfully register with the state’s cannabis commission as an agent.
• Must be able to comply with all laws, regulations, and policies associated with the industry
Additional Requirements:
• Must be at least 21 years of age.
• Must successfully complete a level II background check.
AltMed Florida is an EEO Employer, dedicated to a culturally diverse workplace.
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity
Notification to Agencies:
Please note that AltMed Florida does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, AltMed Florida will not consider or approve payment regarding recruiter fees or referral compensations.
Job Type: Full-time
Pay: $18.00 - $19.00 per hour
Benefits:
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
Schedule:
• Monday to Friday
• Weekend availability
Application Question(s):
• Are you at least 21 years old?
Experience:
• Retails sales or Customer service: 5 years (Preferred)
• Supervisor or lead role: 1 year (Preferred)
Work Location:
• One location