Call Center Customer Service Associate

The Call Center Customer Service Associate is a vital team member in conveying the Mission brand values and vision to potential patients, curious members of the public, and/or caregivers in a professional and consistent manner. The Customer Service Associate is responsible for handling all calls received and email questions generated via our web portal or live chat including: answering incoming calls from patients/caregivers with a concerned smile; answering inquiries and questions with gentleness and respect; helping patients fill online orders and product holds; handling complaints professionally; troubleshooting problems and finding solutions; providing information and directing calls to the appropriate department; tracking relevant data and follow-up by phone or electronically. The Customer Service Associate will work with the Director of Customer Service to build a database of potential patients and caregivers, send follow-up surveys, and monitor patient engagement.

What you'll be doing day-to-day

  • Answer calls received, incoming emails, and live chat interactions
  • Respond to emails received from the contact us box on the website
  • Handle customer inquiries and follow-up both by telephone and by email
  • Research required information using available resources (website, internet and its applications, software, documents, and applications, etc.)
  • Manage and resolve customer complaints in a manner consistent with the principles of Mission
  • Provide customers with product and service information
  • Enter new customer information into systems
  • Update existing customer information
  • Identify and escalate priority issues
  • Route calls to appropriate resources
  • Proactively follow up on customer needs and interests
  • Document all call information according to standard operating procedures
  • Complete daily call logs
  • Produce reports (weekly monthly, and as required) on all interactions with the public regardless of form (phone, text, email, live chat, etc)
  • Answer incoming emails from websites and live chat interactions

Requirements

  • Computer with high-speed internet access
  • High school diploma or equivalent
  • Ability to quickly familiarize with often changing relevant state laws, patients’ rights, and area knowledge
  • Strong active listening skills
  • Articulate English language proficiency
  • Knowledge of customer service principles and practices

A few more important things to note: We want anyone interested in exploring opportunities at 4Front Ventures to feel prepared and confident. To help you put your best foot forward, if selected for an interview, we suggest that you do your research: know some background about our company, mission and the business area in which you are applying to. Get to know us: 4Front Ventures, Retail Stores Mission Dispensaries, Cultivation and production Brightleaf

4Front Ventures is an Equal Opportunity Employer- not only because it’s right but because it makes us better. In fact, our goal is to be a diverse workforce that is representative, at all job levels, of the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veterans’ status, or any other basis protected and applicable legally protected characteristic and will not be discriminated against on the basis of disability. We are looking forward to meeting with driven, smart and passionate people that are interested in making a difference for our customers, our team, our culture.

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