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Texas Original
Texas Original

Customer Experience Representative

Austin, Texas, U.S.
Full-Time
Hybrid
$18 per hour

TLDR

Deliver high-volume customer support across calls, chats, and orders while driving improvements across departments.

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.

    Benefits

    Health Insurance

    Telehealth – Medical

    Travel Reimbursement

    Travel Reimbursement (if applicable)

    Paid Time Off

    Bereavement leave

    Gym Reimbursement

    Gym Reimbursement up to $50/month

    Texas Original
    Texas Original

    Texas Original Compassionate Cultivation produces high-quality medical cannabis to improve the lives of Texans. Focused on providing safe and legal access, we collaborate with physicians and patients to ensure effective treatment for qualifying conditions. Our commitment is to transform healthcare in Texas through the responsible use of medical cannabis.

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