Customer Care Representative Call Center

Everyone is welcome here

IN A NUTSHELL...

WHAT YOU WILL BE DOING

• This role supports our TX market | Candidates will be targeted in markets: Physical Goodblend locations : South Austin | Plano | San Antonio | (Partner Pick Up locations) | Houston | Austin | Frisco | Houston | Fort Worth | Nacogdoches | Wichita Falls . This role supports via a remote setting (WFH). Flexibility if technical errors to work from a physical location / partner pick-up location is required
• 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
• Demonstrates good judgment regarding the escalation of issues, which are beyond the scope and control of this position in a timely manner
• Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State
• 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.
• 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
• 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, maintain tracking in system and communicating changes to physicians

EXPERIENCE AND SKILLS YOU'LL BRING

• 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 Retail/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

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

YOU WILL BE SUCCESSFUL IF YOU...

• Are self-motivated; micro-managing isn't fun for anyone
• Roll your sleeves up and do the work; strategy is important, but so is getting stuff done
• 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

• Employee discount
• Consistent, reliable benefits; Full medical/vision/dental, 401k with possibility of a company match, access to company-sponsored well-being programs
• Balance and flexibility; paid time off, paid parental leave, flexible work arrangements
• Tuition Reimbursement Programs
• Pet Insurance
• Chance to make a difference; Employee Relief Fund, community volunteerism through our Parallel Cares program

PARALLEL IS UNITED BY OUR VISION, MISSION, & VALUES

Our Vision

Our Mission

Our Values -

Parallel is one of the largest privately-held, vertically-integrated, multi-state cannabis operators in the U.S. with active operations in five high-growth cannabis markets. In each market we are known by distinct retail brand names:  ‍

• Florida: Surterra Wellness
• Massachusetts: NETA 
• Texas: goodblend 
• Pennsylvania: goodblend 
• Nevada: The Apothecary Shoppe

Parallel is building a leading well-being company and are looking for the best, most diverse talent to join our team. We have a high-performance, inclusive, and employee-focused culture, that focuses just as much on how we do things as on what we do. We strive for the highest compliance to our laws and regulations, while finding the most efficient and innovation solutions that will benefit how we continue to serve our customers.