Customer Experience Representative

Job Description

Job Description

At Texas Original Compassionate Cultivation, our mission is to create the highest quality medicine that changes people’s lives. We stand beside all who believe in safe, legal and effective access to this powerful medicine. As fellow Texans, we see this as our responsibility to take care of our neighbors. Our vision is to transform Texas through the power and the truth of medical cannabis. We work for physicians and their patients with current qualifying conditions to supply prescription cannabis that can change lives.

We are seeking a highly organized, detail oriented and self-motivated individual to assist with Customer Experience responsibilities. The ideal candidate will be able to work independently and follow strict protocols for accuracy and compliance. The candidate will be comfortable using a multi-line phone system, electronic correspondence, and data entry in a hybrid position. The Customer Experience Representative is a representative of Texas Original and will possess exceptional customer service and communication skills as they are typically the first contact for most of our patients and therefore the voice/face of the company. We also hope that our Customer Experience Representative will help us identify ways we can be more effective and efficient by contributing fresh ideas for improvement.

Schedule for this position is Monday - Friday | 8:30AM - 5:30PM.

Key Responsibilities:

• Answer high volume incoming calls from customers, caregivers, and prescribers and assist them efficiently and professionally.
• Perform daily outbound calls from various communication channels to new and existing patients, as well as curated call out lists distributed weekly.
• Serve as the first line of defense for the company, upholding our standards of excellence in customer service.
• Interact with customers via phone, email, chat, and in-person to provide assistance, answer inquiries, and resolve issues related to orders, shipments, and account management.
• Check patient voicemails and emails and respond accordingly.
• Process online orders accurately and efficiently, ensuring timely fulfillment and delivery.
• Assist customers with placing orders over the phone, providing product information, pricing, and availability as needed.
• Investigate and troubleshoot customer concerns, complaints, refunds/exchanges and escalations related to orders, payments, products, and deliveries.
• Take ownership of issues and work diligently to find satisfactory resolutions.
• Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement related to the ordering, pickup and delivery process.
• Communicate feedback to relevant departments to drive continuous improvement.
• Collaborate with other departments, including business development, logistics, marketing and inventory management, to address customer needs and ensure smooth order processing and fulfillment.
• Maintain detailed records of customer interactions, order status, inquiries, and resolutions.

What You'll Need to Succeed:

• High school diploma/GED required
• 2+ years’ experience in a customer service role
• Strong sense of professionalism and compassion required
• Excellent verbal and written communication skills
• Experience working with multiple CRM systems and phone experience preferred

Benefits

• Medical
• Dental
• Vision
• Telehealth – Medical
• Telehealth – Mental Health Counseling
• 401(k) with company matching
• Paid Vacation
• Paid Sick Leave
• Paid Holidays
• Bereavement leave
• Pre-Tax Flexible Spending Accounts
• Basic Term Life Insurance and AD&D
• Travel Reimbursement (if applicable)
• Gym Reimbursement up to $50/month
• & More

Texas Original Compassionate Cultivation is proud to be an Equal Opportunity Employer.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.