Customer Experience Specialist

The Customer Experience Specialist is responsible for creating a world class customer experience for every customer through a strong emphasis on guest service. One must ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. In this role, you must be an effective problem solver and possess an entrepreneurial spirit. The Customer Experience Specialist reports directly to the Customer Experience Manager. - Receive and promptly respond to customer inquiries while documenting issues and offering resolutions - Provide support through XZY to alleviate customer frustration through problem resolution - Ask customers direct questions to understand difficult situations quickly and correctly - Build sustainable relationships and trust with customer accounts through open and interactive communication - Provide accurate, valid and complete information by using the right methods/tools - Meet customer service team sales targets and call handling quotas - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution - Keep records of customer interactions, process customer accounts and file documents - Follow communication procedures, guidelines and policies - Take the extra mile to engage customers - Deal with issues that arise from employees or customers (complaints, grievances etc.) - Ensure high levels of customers satisfaction through excellent service - Maintain in-depth knowledge of products and strains in the store, as well as industry-wide product knowledge - Be a shining example of great behavior and high performance - 2+ years of experience in a retail environment - 2+ years of cannabis related retail experience preferred but not required