Call Center Associate (San Jose)

Harborside is a global leader in the medical cannabis movement and represents the cutting-edge of innovation in our industry. Our employees are valuable to us. We offer a highly competitive benefits package which includes medical, dental, vision, FSAs, commuter benefits, EAP and 401k. We’re currently seeking an outgoing, energetic, team-oriented customer service professional with exceptional listening skills to join our Call Center Team in San Jose, CA.

EXAMPLES OF DUTIES AND ESSENTIAL FUNCTIONS: (This may not include all of the duties assigned.)

Perform opening and closing duties.

Verify and register patient recommendations

Provide exceptional service and product knowledge

Place patient orders in computer system

Record transactions accurately

Address and resolve patient complaints using conflict resolution; escalate service issues in an expedient manner

Build patient loyalty through patient-centric, focused and positive interactions

Adhere to all legal standards of discussing medicine over the phone

Answer phones and respond to patient requests

Follow-up on customer inquiries not immediately resolved

Conduct patient satisfaction surveys for previous orders

Place follow up calls for newly registered patients who have not yet ordered

Follow up with patients to collect outstanding payments when necessary

Upload patient documents to MJF/POS system

Track and record banned patients, referrals, etc.

Modify patient orders upon request and coordinate with inventory to ensure accuracy

Recognize, document and alert the Management of trends in patient calls.

Maintain a positive, caring attitude, and treat patients/co-workers with respect and sensitivity.

Listen and respond to patient and coworker needs/requests appropriately and timely.

Maintain neatness, cleanliness and organization of the department and your work space.

Maintain strict confidentiality with patient information.

Follow and integrate Harborside policies and procedures into all on-the-job interactions, tasks, and behaviors

Understand, embrace and embody the mission of Harborside.

OTHER FUNCTIONS AND RESPONSIBILITIES:
Recommend process improvements.

Identify business development opportunities through analysis of existing customer orders.

Assist to maintain and ensure departmental equipment is functioning and in good working order.

Attend required meetings and participate in team and professional development activities.

Fill in when short-staffed.

Provide timely and appropriate feedback to Management.

Perform other duties as assigned by Management.

JOB SPECIFIC PERFORMANCE REQUIREMENTS (Knowledge, Skills and Abilities):

Outstanding customer service skills.

Knowledge of medical cannabis strains and applications, effects and routes of delivery.

Knowledgeable in MS Office (Word/Excel).

Excellent communication skills.

Excellent phone presence.

Basic computer operating skills and ability to learn software applications.

Basic math skills.

GENERAL PERFORMANCE REQUIREMENTS:
Provide excellent service.

Present a professional image in appearance, actions and words.

Demonstrate ownership, accountability, initiative and quality of work.

Build positive team relationships throughout your department and Harborside.

Work scheduled shifts.

Record all time worked accurately, promptly, and honestly.

Follow all safety policies.

Be a role model for the Harborside Experience.

Understand and practice Harborside values.

Demonstrate ethical behavior.

TYPICAL PHYSICAL DEMANDS:
Requires prolonged standing and some bending, stooping and stretching

Ability to operate a computer, POS system and other office equipment

Moving up to 20 pounds on occasion.

TYPICAL WORKING CONDITIONS:
Work will generally be performed inside a fast-paced medical cannabis dispensary.

Involves frequent phone and web contact with patients and staff.

Will require working varied hours/day, including nights weekends, holidays, and/or events, on occasion.

May require working under an alternative workweek schedule agreement.

EDUCATION/EXPERIENCE:
Prior experience in administrative customer relations/customer service (1 year minimum).

HS diploma, GED or equivalent.

Experience working in the medical cannabis/health industry highly desirable.

Must be 21+ years old and pass a criminal background check per the City of San Jose.

Harborside is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law. EOE.

Behaviors

Required

Team Player: Works well as a member of a group

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated: Devoted to a task or purpose with loyalty or integrity

Education

Required

High School/GED or better.

Experience

Required

1-2 years: Requires 2+ years customer service experience working within in a retail, sales, hospitality and/or call center environment.

Preferred

Experience working within the medical cannabis and/or healthcare industry preferred, but not required.

Licenses & Certifications

Required

CA Medical Cannabis Rec.