Experienced Customer Care Representative – Remote Call Center Opportunity with a Leading Cannabis Company

Introduction to Parallel

Imagine being part of a pioneering company that is redefining the concept of well-being through the benefits of cannabinoids. At Parallel, we are passionate about creating a new paradigm of health and wellness for all people, everywhere. As one of the largest multi-state cannabis companies in the world, we are committed to providing exceptional customer experiences and making a positive impact on our communities. Our company culture is built on the values of integrity, collaboration, alignment, intentionality, accountability, and agility, and we are looking for like-minded individuals to join our team.

Job Overview

We are seeking an experienced and customer-focused Customer Care Representative to join our remote call center team. As a brand ambassador, you will be the first point of contact for our customers, providing exceptional service and support via phone, email, and chat. Your goal will be to ensure that every customer interaction is positive, informative, and empowering, leaving a lasting impression of our company and its mission.

Key Responsibilities

• Respond to and resolve customer inquiries, requests, and complaints in a timely and professional manner
• Serve as a patient and company advocate, educator, and ensure that customers are serviced promptly with empathy and understanding
• Demonstrate good judgment in escalating issues that are beyond the scope and control of this position
• Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State
• Stay up-to-date on our cannabis-based therapeutics and services, and educate customers on our products and processes
• Record specific requests, preferences, and notes concerning customer registration status using appropriate software
• Maintain awareness of customer input and suggest changes to improve service or product
• Maintain customer database through entering new customers, adding or removing membership, updating changes in information, scheduling appointments, and updating customer registration status

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• Customer-focused orientation and a true desire to make every customer happy
• 1+ year of retail or customer service experience
• 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

Preferred qualifications include:

• Prior dispensary experience or cannabis knowledge
• Kustomer & Amazon Web Services application knowledge
• 1+ year of experience working in a remote phone center or call center customer care setting

Skills and Competencies

To excel in this role, you will need to possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. You should be self-motivated, flexible, and able to think creatively. Additionally, you should be comfortable working in a remote setting and be able to maintain confidentiality and handle sensitive information with discretion.

Career Growth and Development