Customer Service Agent (Chat)

“Trulieve Grows One Patient at a Time”

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you!

At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn.

Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer.

Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need.

Requisition ID: 6400

Remote Work Available: No

Job Title: Customer Service Representative (Chat)

Department: Retail/Customer Care Service Center

Reports To: Customer Service Supervisor

FLSA Status: Regular – Non-Exempt

Location: Hybrid, In office @ Clearwater Contact Center, FL

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 Customer Service Representative role is important to the organization because it’s one way in which we get to interact with our customers. The Customer Service Representative will handle inbound chat requests for customers/consumers who need information on our products, have questions about our sales and promotional material, or assist in placing orders online. These interactions are our moment of truth. This is where we create positive memorable experiences, a sense of community and brand loyalty by delivering exceptional products and experiences. *Although this role is specific to chat, team members may be asked to assist with inbound phone calls as need to support the business.

KEY DUTIES AND RESPONSIBILITIES:

• Identifying patient needs and providing solutions.
• Proficient with typing and can handle up to 3 chat conversations at once.
• Writes clearly using correct grammar and spelling and documents interactions with customers.
• Place orders for delivery/pickup on behalf of customers.
• Educate customers on products, prices, and promotions.
• Provide a world class experience with an emphasis on top box interactions.
• Follow the daily schedule provided by Workforce Management. [

SKILLS AND QUALIFICATIONS:

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

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.

REQUIRED/PREFERRED EXPERIENCE:

• 40 hours weekly, phone role.
• Call Center/Chat experience is a plus. PHYSICAL REQUIREMENTS:
• Must have at least 1 year of experience in Customer Service.
• Must be able to have effective communication skills with all levels of leadership.
• Microsoft office basic skills. WORK SCHEDULE:
• Must be available to work evenings, weekends, and occasional holidays.
• 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/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.

Equal Opportunity Employer Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position. This position will work an average of 40 hours per week and will be available “after hours” if an emergency situation should arise.

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.