SR. Customer Service Representative

Senior CSR   

Non-Exempt/Full-time (40 +/- weekly hours)  

Reports To:  Store Managers

Collaborates With:  Store Managers, Senior CSRs, Fellow CSRs

How We Operate (The Verdes Standard):  

1.) Exceed expectations: We set the bar high, and we want you to take it even higher. Do the little things, and the big things, that blow people away. 

2.) Get better every day. We value continuous improvement. 

3.) Show initiative. See something, do something. You are responsible for making things better. 

4.) Demonstrate integrity. Do the right thing, own up to mistakes, and keep commitments. 

5.) Engage in courageous conversations. Speak honestly and directly, clear is kind. 

6.) Be responsive. Respond within 24 hours to queries and concerns 

Job Summary:  

Serves customers by providing exceptional support while supervising staff on the sales floor. The Sr. CSR will enforce processes and protocols as set forth by the store manager and assistant manager to best facilitate organization, training, and inventory control. In addition, they will support the managers in maintaining strong working relationships with staff to facilitate professional employee relationships and strong customer service. Must be committed to enforcing policies to ensure the high standards of The Verdes Foundation. 

Responsibilities/Essential Functions:  

·       Team player with strong communication and organizational skills 

·       Provide outstanding customer service by greeting and interacting with each client in a cheerful and friendly matter 

·       Identify and assess clients' needs to make proper product recommendations 

·       Remain in line with our family friendly policy, provide only valid and reliable information, resonate professionalism, and provide client support

·       Stay up to date with product knowledge, NM Cannabis Patient Laws and medicinal information updates to pass the information to clients 

·        Maintain proper inventory stock on the sales floor and backstock, as needed

·       Handles, accepts, counts and receives products arriving to the store, in addition to accepting them into Leaf Logix 

·       Audit Dutchie inventory against sales floor and back stock daily 

·       Responsible for the accuracy of sales transactions, client records, inventory control and cash drawer counts 

·       Responsible for safe cash count, beginning and end of day cash drawer counts 

. Ensure all emails are reviewed, read, and responded to during each shift 

·       Trains and mentors new employees to support a positive and collaborative work environment 

·       Support CSRs in daily function 

·       Regular peer coaching and leadership 

·       Regular/reliable attendance is required 

·       Keeping best interest of the company and co-workers in forefront of mind 

·       Other duties as assigned 

Required Skills and Qualifications:  

·       Experience in cash handling, inventory management, CSR training or similar role 

·       Ability to multi-task and quickly prioritize tasks 

·       Ability to provide excellent customer service and remain a positive team player while navigating high‑pressure situations and shifting priorities 

·       Ability to manage subordinates and offer guidance and support as needed 

Preferred Qualifications:   

·       Experience in handling cash control 

·       Experience in inventory management and controls 

·       Ability to multi-task and quickly prioritize tasks 

·       Ability to handle high stress situations, ambiguity, and changing priorities 

·       Exceptional internal and external customer service and employee relations skills 

·       Must be dependable, reliable and motivated 

·       Organization, time management, data entry and math skills 

General Housekeeping:  

·       Sweep, clean and maintain facility, including breakroom and bathroom 

·       Clean windows and front door glass 

·       Maintain a clean sales floor by dusting and sanitizing the work areas 

Computer Preferred Qualifications:   

§  Leaf Logix for sales transactions, patient records/lookup information, returns/exchanges, product transfers 

§  Internet to access sharepoint.com to make daily menus, bigcommerce.com to access online orders 

§  Microsoft Office 

§  Other websites to lookup information about cannabis or the NMMCP program 

Physical and Emotional Requirements:  

·       Must be able to stand for long periods of time, 8 – 10 hours multiple days in a row 

·       Must be able to lift at least 50 lbs. 

·       Ability to work in a confined area. 

·       Must be able to bend/stoop/climb/reach 

·       Must be able to present complex information to groups of people 

·       Must be able to be physically present in the dispensary locations and administrative office 

·       Ability to handle high stress situations, ambiguity and changing priorities 

·       Must be able to tolerate a reasonable amount of work stress 

Compensation/Hours:  

Compensation -DOE; 40 hours/wk., Required Mon – Sat, some Sundays and Holidays, 8:00am to 8:00pm 

Benefits:

• PTO accrual (tenure-based increases) & NMPSL sick leave accrual   

• Health Insurance with employer contribution   

• Vision Insurance with employer contribution   

• Dental Insurance with employer contribution   

• Employee Assistance Program: 100% employer paid  

• Voluntary Life Insurance: 100% employee paid   

• 401K (auto enrollment at 3%)   

• Voluntary Long-term Disability: 100% Employee Paid   

• 25% Employee Discount   

• Loyalty Program.   

• 100% paid Maternity/Paternity Leave – For four weeks, after one year of employment   

• Paid Sabbatical Leave of four weeks after five years of employment   

• Paid Voting Leave – up to two hours   

• Referral Program – $400 for a referral who is retained for 6 months   

• Flexible schedules and remote work available based on position   

• Pet Friendly – based on work location and position & pet insurance offered   

It is the policy of The Verdes Foundation to provide equal employment (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, The Verdes Foundation, will provide reasonable accommodations for qualified individuals with disabilities.