Customer Service Representative

Who We Are :
BeLeaf Medical is one of Missouri’s leading, vertically integrated cannabis companies, consisting of Swade Dispensaries and Sinse Cannabis. With our years of experience in several states, we can grow, package, and deliver the best cannabis flower and manufactured/infused products to market in Missouri, meeting the high standards of discerning customers who appreciate cannabis in all its forms. 

Job Purpose :
The Customer Service Representative (CSR) plays a vital role in ensuring exceptional customer experience by handling inquiries, resolving issues, and supporting store operations . The ideal candidate is detail-oriented, responsive, and committed to maintaining high service standards.

Responsibilities & Duties :

• Log in and manage all applicable systems while on shift (Refer to CSR handbook).
• Serve as a primary point of contact for customer inquiries, providing accurate information on products, services, and store policies.
• Address and resolve customer concerns by identifying issues, determining appropriate solutions, and following up to ensure satisfaction.
• Respond promptly to all Birdeye messages and reviews, ensuring timely follow-ups for customer-related issues and requests.
• Monitor and manage ZenDesk tickets, resolve inquiries and contact customers as necessary.
• Monitor and manage Stronghold platform, ensuring up to date information and holds on customer profiles. 
• Submit nightly reports in a timely manner in Teams communication chats. 
• Reconcile and address customer concerns related to Alpine IQ across all store locations.
• Understand the company organization chart and make sure information goes to the appropriate parties.
• Maintain proficiency in all store operations, including bud-tending, cashiering, reception, and fulfillment.
• Create and implement store-level discounts in a timely and accurate manner.
• Complete and submit consistent monthly reports.
• Answer and manage incoming phone calls, organizing customer inquiries for appropriate resolution.
• Collaborate with store MODs to address and resolve customer-related concerns.
• Support the Dispatch/Delivery team by verifying new customers and ensuring accurate delivery times.
• Ensure positive customer interactions by delivering prompt and professional responses.
• Drive customer loyalty by providing product recommendations and service information to encourage repeat business.
• Create a lasting impression through well-crafted follow-up emails and phone calls.
• Additional duties and tasks as assigned by management. 

Qualifications and Education :

• High School Diploma or educational equivalent.
• Prior experience working at a dispensary or cannabis company a plus.
• Prior experience working in a high-volume retail establishment.
• Minimum of 21 years of age.
• Ability to obtain MO Agent ID.

Essential Job Functions :

• The ability to sit or stand for long periods of time (4+ hours).
• The ability to bend, squat, and reach overhead. 
• The ability to lift up to 25 pounds at one time

Compensation and Benefits :

• $20 per hour
• Health, dental, vision, short-term disability, and life insurance, with individual employee premiums covered by the company at 100%.
• 401k with matching.
• 12 days of paid time off.
• 9 paid holidays and an additional 3 floating holidays.
• Paid parental leave.
• Generous employee discount.

​​​ NOTE: This Job Description is not intended to be an all-inclusive statement of every duty and responsibility of the jobholder.  Certain features of this job are contained herein but are not limited to the descriptions outlined in this Job Description.  All positions with BeLeaf Medical may include other duties as assigned.

BeLeaf Medical is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, gender, sexual orientation or disability.