Call Center Representative

Location

San Jose, CA | United States

Job description

The Call Center Representative is the first point of contact and is responsible for upholding 5 star service over the phone with our loyal customers and MVPs. We are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. The Call Center Representative serves as the main point of contact for customers on a daily basis and navigates through processes in place in order to ensure cannabis compliance and order accuracy for customers.

To be a successful call center representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable. This position demands an extremely high standard of emotional intelligence and hospitality.

Customer Service Representative Job Duties:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.
• Candidate must be willing to work a flexible schedule based on the demands of the business, including evenings, weekends and holidays.
• Ability to handle fast paced environment while providing superior customer service.

Requirements:

• High School Diploma or equivalent
• Recent and relevant hospitality and/or retail experience/existing cannabis knowledge not required, but a desire to learn is
• Excellent customer service skills
• Knowledge and adherence to the policies, procedures and goals of the Lotus Way
• Customer Service Representative must be team oriented, possess strong customer service skills, and encompass a positive attitude. 
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.

Skills:

• Strong inter-personal and communication skills
• Strong attention to detail a must
• Organizational Skills
• Networking Savvy
• Understanding of what makes an event “successful”
• Creative flair for effective design and development of an event 
• Dedication to Customer Service
• Motivation for Sales

Schedule:

• Monday to Friday
• Weekends required
• Holidays required
• Day shift
• Night shift
• 8 hour shift

Pay & Compensation:

• Hourly pay
• $18-$22/ hour
• Biweekly

Additional Compensation:

• Store Discounts
• Tips

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401 (k) Matching

A pioneer in the cannabis industry and in operation for over 10 years, The Purple Lotus is responsible for creating many of the best practices used in the cannabis industry today. The Purple Lotus story started in 2010, when our founders, cannabis patients, became frustrated with the lack of Customer service and variety of options available at the dispensaries they visited and decided to open a modest operation in San Jose. In 2010, shortly after opening for business in a 600 ft2 medical office with $1000 worth of cannabis flower and their home made “Pot Brownies,” Purple Lotus gained national recognition by winning a medal at the first ever High Times Cannabis Cup in the US.
Over our many years of operation, we have become known for exceptional Customer service, dedication to patients and community involvement. Purple Lotus’ journey then included an office space at on Lundy Ave and a location at 903 Commercial St, very close to our current state of the art cannabis retail and cultivation facility at 752 Commercial St.
While Purple Lotus has served over 3,000,000 people since then, we have never forgotten the principles we were founded on. We stay humble, display excellence and exude resiliency. Our commitment to providing the highest quality cannabis for all budgets and passion for providing the most satisfying Customer experience has only strengthened through the years. We are dedicated to ensuring that every Customer who purchases cannabis from us feels wonderful about their purchase and that the experience of us providing the cannabis to them is an experience that ensures we help to make their day and world better. We are Customer obsessed, we care about and love our Customers, so they always come first.

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