Customer Care Rep / Dispensary

Parallel Tampa, FL, USA Full-time
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Job Description

PARALLEL

Everyone is welcome here. Each of us is unique, and that's what makes us amazing. We believe in inclusiveness and celebrating each person's individuality, because there's power in bringing people with different points of view and life experiences together. That's why we provide equal employment opportunities (EEO). All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. So, bring yourself and your best ideas; when we feel safe and comfortable being ourselves, there's no limit to what we can achieve.

Because when we feel safe and comfortable being ourselves, there's no limit to what we can achieve.

IN A NUTSHELL…

The Customer Care Representative will be one of the first interfaces between Parallel and its customers and will act as our brand ambassador to encourage a positive experience with every patient and customer contacted via phone, email and or chat.

This role is with Florida Market, one of the renowned retail brands under the Parallel umbrella. Parallel is one of the largest multi-state cannabis companies in the world, owning and operating in five markets; Florida (Surterra Wellness), Massachusetts (NETA), Pennsylvania (goodblend), Nevada (The Apothecary Shoppe) and Texas (goodblend). If you enjoy companies that are growing, moving fast, and constantly challenging themselves to achieve more, then Parallel is for you. We work hard, lean on each other, and are passionate about a pretty ambitious vision … pioneering a new paradigm of what well-being can be for all people, everywhere. For more information, visit www.liveparallel.com.

What you will be doing

• Respond to and resolve customer questions, requests, and complaints via phone, email, chat

• Serve as a patient and company advocate, educator, and ensure patients are serviced promptly with empathy

• Create and execute patient orders in seed-to-sale software and the OMMU registry

• Follow up with patients post order to gather and communicate feedback on products and service

• Demonstrates good judgment regarding the escalation of issues, which are beyond the scope and control of this position in a timely manner

Cannabis based Education and Guidance:

• Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State of Florida Office of Compassionate Use

• Maintain an understanding our cannabis-based therapeutics, and services provided by the Company

• Educate patients on the processes of registration, renewals, lost registration documents, etc.

• Maintain an understanding of Parallel's products, dosing, and routes of administration

• Record specific requests, preferences, and notes concerning patient registration status using appropriate software

• Maintain awareness of patient input and suggest changes to improve service or product

Documentation:

• Prepare documents as needed to assist patients in registering with the State of Florida Office of Compassionate Use

• Maintain patient database through entering new patients, adding, or removing membership, updating changes in information, scheduling appointments and updating patient registration status

• Maintain caregiver paperwork in accordance with the State of Florida, maintain tracking in system and communicating changes to physicians

EXPERIENCE AND SKILLS YOU'LL BRING

• Customer focused orientation and a true desire to make every customer happy

• 1+ year Retail/Customer Service experience. Prior dispensary experience a plus

• Proficient in Microsoft programs, Word, Excel, Outlook

• Ability to work quickly, prioritize tasks and stay calm under pressure

• Comply with Parallel's current policies and procedures and applicable state and local laws.

• Age 21 or over (Required)

• High School Diploma or equivalent (Required)

• Must pass a Florida Department of Health Office of Medical Marijuana Use Level 2 Background Screening

• Required competency to learn, understand, and perform functionality within:

• Seed-to-sale POS/CRM (Flourish)

• FL Dept. of Health OMMU Patient Registry

• Delivery software (On Fleet)

• Microsoft Office Suite; gmail/google, etc.

• YOU WILL BE SUCCESSFUL IF YOU

• Are self-motivated; micro-managing isn't fun for anyone

• Demonstrate ability to adhere to attendance, punctuality, and quality guidelines including the flexibility to work varying or rotating shifts, including overtime, weekends and Holidays as required

• Can work fast and be flexible; our industry is always changing

• Play nice with others; we collaborate with each other a lot

• Think creatively; sometimes, the "traditional" solution isn't the best one

WHAT YOU GET

• Consistent, reliable benefits; Full medical/vision/dental, 401k with the possibility of a company match, access to company-sponsored well-being programs

• Balance and flexibility; paid time off, paid parental leave, flexible work arrangements

• Financial opportunity; an incentive program that provides opportunity to earn cash AND equity in a fast-growing company and industry

• Employee discount

• Chance to make a difference; Employee Relief Fund, community volunteerism opportunities through Benevity

PHYSICAL REQUIRE3MENTS

• Must be able to remain in a stationary position 75% of the time.

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• Constantly operates a computer and other office productivity machinery

• Frequently communicates with other employees/customers. Must be able to exchange accurate information in these situations.

PARALLEL IS UNITED BY OUR VISION, MISSION & VALUES

Our Vision – why we exist - is to pioneer well-being and improve the quality of life for humanity through the benefits of cannabinoids.

Our Mission – how we will do this – is to build a leading, global well-being company through the best talent, our values, trusted and recognized brands, science and technology-based innovation, and a relentless focus on execution and continuous improvement.

Our Vision – why we exist – is to pioneer well-being and improve the quality of life for humanity through the benefits of cannabinoids.

Our Mission – how we will do this – is to build a leading, global well-being company through the best talent, our values, trusted and recognized brands, science and technology-based innovation, and a relentless focus on execution and continuous improvement.

Our Values – Integrity | Collaboration | Alignment | Intentionality | Accountability | Agility

We are an Equal Opportunity Employer. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

DISCLAIMER

Parallel reserves the right to change or assign other duties to this job description. Your employment with Parallel is a voluntary one and is subject to termination by you or Parallel at will, with or without cause, and with or without notice, at any time. Nothing in this document shall be interpreted to be in conflict with or to eliminate or modify in any way the employment-at-will status of Parallel associates