Job Title: Customer Support Agent
Compensation: $16-$18 Per hour
Schedule: Schedule is set as the following, Thursday-Saturday 8AM-3PM
Location: Bountiful, Utah (Work is done primarily from home)
Status: Part-Time
Benefits: Paid Time Off (PTO), Paid Holidays, 401(k), employee discount
About WholesomeCo: As one of Utah's Top Places to Work, you are not just filling a seat, you are helping us constantly be better and improve. At WholesomeCo we look at each new hire as an opportunity to level up our company. Each new hire should bring a high level of transparency, communication, work ethic, curiosity, and emotional intelligence. We hope we bring out the best in each person we hire and we hope each new hire will help us find innovative ways for us to be better in return. We want each employee to have an enjoyable experience at WholesomeCo by making each day enjoyable and setting time aside to have fun in group settings regularly.
WholesomeCo is leading the movement to normalize cannabis as a natural path to health and wellness. Various medical cannabis services are offered, including statewide delivery to 99% of Utah's population, as well as retail, drive-thru, online pick-up services through its pharmacy in West Bountiful, an in-house built app for patients, innovative technology resources, cannabis cultivation, and cannabis processing of our constantly growing line of WholesomeCo branded products. Our vertically integrated company is well known for its technology-driven approach, our focus on data, and perpetual innovation. WholesomeCo is committed to improving medical cannabis accessibility by putting patients' needs first and guiding them along their personal cannabis journeys.
What you'll do:
Answer incoming patient calls
Return voicemails from patients
Make outbound calls when needed
Respond to chats and emails during scheduled times
Actively work on internal tickets from multiple departments
Collaborate with management to stay updated on new products, services, and policies
Record customer information within our customer service database
Engage with patients in a friendly and professional manner while actively listening to their concerns
Offer support and solutions to patients in accordance with the company's customer service policies
Maintain an on-going knowledge of company products and current state laws regarding medical cannabis and delivery regulations
Coordinate and help Dispatch schedule/reschedule deliveries and delivery questions for pending and in route orders
Help monitor routing software and communicate effectively with the dispatch team throughout the day. You'll be the point of contact for all patient inquiries if they need assistance while out on a delivery route.
Help patients with canceling, ordering and adjusting orders
Communicate through internal communications to ensure all tasks and duties are being completed
Work directly with our Dispatch, Delivery Fulfillment, In Store Fulfillment and Inventory Team to resolve patient concerns and questions
Maintain relationships with multiple departments and build a firm foundation that will allow you to be trusted with company and state regulations and policies
Attend meetings, trainings and mandatory state classes
What we're looking for: Superior communication skills are paramount - written and verbal
Strong computer skills. Experience using Microsoft Office products as well as extremely comfortable working with new software/applications
Experience working with smartphone applications
Good teamwork mentality: able to build trustworthy and supportive working relationships
Experience in the Cannabis Industry is a plus
Strong logical thinking, analytical skills, and problem solving skills
Flexibility and ability to adjust to a start-up environment that is fast-paced and constantly changing
Must be reliable and dependable at all times. Operations will rely on your schedule weekly to be successful.
Flexible schedule -ability to work evenings, weekends, and overtime if needed.
Requirements: 2+ years of customer service experience preferred
Must pass all required background checks
Age 21 or over, per state requirement
High school diploma or equivalent
Schedule flexibility - availability to work weekdays, weekends, and holidays
Benefits: Paid time off (PTO) 2 weeks accrued annually during the first two years of employment
3 weeks accrued annually after two years of continuous employment
4 weeks accrued annually after five years of continuous employment
Seven (7) paid holidays per year
30 minute paid lunches per working day over 5 hours
Employee Assistance Program (EAP)
401(k) with 100% employer match up to 3% and 50% match for the following 2%
Employer paid $25,000 of basic life coverage
Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products
Work Remotely Work is performed primarily from home, with some meetings required in office. We will provide all of the required equipment (Hardware/Software) to successfully complete this role.
WholesomeCo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Employment is contingent on passing a pre-employment/post-offer background check. This employer participates in the E-verify program where legally required.
